Front desk concierge

POSITION : Concierge

TITLE OF IMMEDIATE SUPERVISOR : Executive Director or Community Coordinator

STATUS : Non-exempt / Hourly

SUMMARY

The Concierge serves as the first point of contact for Orchard and demonstrates a friendly cheerful disposition, as well as excellent communication and organizational skills.

They lead, train, and supervise the front desk First Impressions team and model the company FAMILY values and best practices.

The Concierge coordinates with the leadership team members on behalf of visitor and family requests and is responsible for the first impressions and hospitality staff onboarding training.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Must be 21 years of age or older
• High school diploma or GED required
• Proven customer service experience and skills
• Must successfully clear a background check, TB skin test or x-ray, and health screening
• Current CPR certification
• Must have a valid driver's license
• Current certificate of training for successful completion of the five (5) hour initial fire safety training provided by the Rules and Regulations of the Georgia Safety Fire Commissioner

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Serves visitors by greeting, welcoming, directing, and announcing them appropriately
• Manages schedule for front desk team, ensuring the position is covered during scheduled hours
• Demonstrates proficiency in responding to inquiries
• Answers, screens, and forwards any incoming phone calls in a professional manner
• Maintains security by following procedures and controlling access (monitor logbook, issue visitor badges, provide name tags to employees following name tag process)
• Keeps office areas (lobby, consult room, front desk) neat and stocked; ensures doors are free of finger / hand prints
• Serves as a liaison between all departments
• Assists in employee onboarding as necessary
• Completes administrative tasks accurately and in a timely manner
• Demonstrates proficiency in Microsoft Office and database input
• Receives and sorts daily mail / deliveries
• Updates appointment calendars and schedule meetings / appointments
• Performs clerical duties such as filing, photocopying, collating, and faxing
• Provides a warm, welcoming and friendly atmosphere for residents, family, visitors and staff
• Creates and implements monthly front desk customer service training; coordinate with Sales Care Counselor to review phone inquiry and walk in tour training;

maintain record of attendees, topics, and date of each training

• Participates in separate inquiry handling training provided by Sales Care Counselor
• Leads creation and implementation of Guest Meal process and accounting; coordinates with the Business Director
• Leads New Resident Orientation process, ensuring every leadership team member meets new resident on the day after move-in
• Produces, distributes, receives, and interprets Resident and Staff Satisfaction surveys; shares results with Executive Director and leadership team
• Employees must dress according to the requirements of the job. All employees will be advised of the appropriate dress for their job classification.

Personal appearance is outlined in detail in your employee handbook. Please note the following highlights for expectations related to First Impressions / Concierge Team.

o Business casual attire :

• Dress pants / skirt and top
• Tight fitting, low cut, or otherwise revealing clothing are neither appropriate or acceptable
• Denim jeans are not appropriate, accept on designated casual days

o All employees must wear nametag

o Neatness, cleanliness, and good personal hygiene are important

o Nail and hair color should be business professional as defined by Orchard

COMPETENCIES :

• Works with integrity; upholds organizational values
• Ability to handle multiple priorities
• Possess written and verbal skills for effective communication
• Competent in organizational & time management skills
• Demonstrates good judgment, problem solving and decision-making skills
• Ability to make responsible choices, decisions and act in a resident's best interest
• Ability to work independently without direct supervision by following Orchard Senior Living's procedures and guidelines
• Proficiency in computer skills, Microsoft Office & the ability to learn new applications
• Makes individual contributions to the success of the business and be a key member of an experienced team

ORCHARD EXPECTATIONS :

• Adheres to all Orchard policies and procedures
• Maintains absolute confidentiality of all information pertaining to residents, families, and staff and adhere to all HIPAA rules
• Displays a positive and professional image and attitude in all relationships with residents, families, peers and in the community.

Outlined in detail in the employee handbook

• Maintains positive communication and team collaboration
• Serves as an ambassador for Orchard at all times.
• Demonstrates ongoing responsibility for self-education
• Maintains resident and personal safety regarding occupational health and safety
• Attends regularly scheduled department meetings
• Responsible for maintaining all continuing education and training requirements for position
• Attends and participates in onsite training and continuing education as required
• Participates in safety program, as requested
• Cooperates to investigate employee injuries
• Promotes and support safety awareness and implement safety operations
• Responsible for maintaining all continuing education and training requirements for position
• Attends and participates in onsite training and continuing education as required
• Encourages staff to make suggestions on safety practices
• Participates in regularly scheduled meetings with, Executive Director, department directors and associates
• Participates in orientation of new employees
• Participates in volunteer orientations, training and education as requested
• Remains updated and communicates state regulation changes to all associates
• Ensures compliance with all state and federal regulations (i.e. OSHA)
• Participates in the risk management programs
• Demonstrates the ability to be innovative and creative and have patience, high energy and resourcefulness in problem solving
• Assists as requested by the Executive Director or supervisor in a dining room during resident meal times to ensure residents have a positive experience
• Must always be accessible either by phone or email. Voice messages and emails are responded to within 24 hours
• Ability to work evenings, weekends and flexible hours when necessary to meet the needs of our residents
• Follows Professional Dress Code policies as outlined in the employee handbook for community and department specific standards
• Adheres to Orchard's No Cell Phone policy as outlined in the employee handbook at all times
• Perform other related duties as assigned

ORCHARD STANDARDS

All employees are expected to uphold the Orchard F-A-M-I-L-Y mission and vision.

Love, Joy, Peace, Patience, Kindness, Gentleness, and Self-Control

These are the fruits of the spirit you can expect from the Orchard F-A-M-I-L-Y values and best practices.

F-A-M-I-L-Y

First Impressions

All are welcomed with an authentic and inviting experience into the beautiful, well organized, and relaxing home we share.

Accountability and Integrity

We value the ability of our team to be reliable, personally responsible, and to honor their commitment to residents, families, leadership and one another.

Accountability involves a process of seeing the need, owning the next step, and staying solution focused.

Meaningful Moments

When it comes to creating a life worth living, each person has unique and individual needs. We are dedicated to creating purpose and wellbeing through connection with our team, local affiliates and organizations, and previous community relationships whenever possible.

Information and Communication

We believe knowledge is power and communication is the lifeline to effective collaboration.

Learning and Leading

Curiosity, willingness, and personal action create the professional path to achieving the orchard FAMILY of excellence.

Yes "we can" Attitude

With a can-do character we are committed to creative solution focused problem solving.

ADA Requirements (essential functions)

Physical Requirements

Lifting

More than 25 lbs, routinely

More than 50 lbs, occasionally

Transfer

150 lb. or greater resident weight

Sitting

1 - 3 hours / day

Standing

4 - 5 hour / day

Walking

2 - 4 hours / day

Bend, stoop, squat, and / or twist

Repeatedly throughout day

Climbing stairs

Repeatedly throughout day

Reaching

0.5 hour / day arms shoulder level

Use of telephone

3 - 4 hours / day

Working under pressure

3 4 hours / day

Working rapidly for long periods

2 - 3 hours / day

Use of keyboard / computer, printer, fax, copier

4 5 hours / day

Position requires close work; finger dexterity; adequate hearing and vision (with or without correction).

May occasionally work longer than 8 hours / day.

Cognitive or Mental Requirements

The following cognitive or mental requirements are necessary on a daily basis :

• Critical thinking
• Reading
• Writing
• Mathematics
• Drawing conclusions from written or computer-generated materials
• Analyzing data or report information
• Creating methodologies for accomplishing a goal
• Conducting research
• Implementing recommendations by coordinating persons and / or other resources
• Developing plans, procedures, goals, strategies, or processes
• Clear verbal articulation of the English language

Working Environment

• Indoors
• Possible exposure to communicable diseases
• Skin contact with solvents or other chemicals such as alcohol, acetone, detergents, bleach, and latex gloves
• Exposure to medical equipment with the risk of lacerations or punctures

This job description is only a summary and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by the employee.

This document is subject to change at any time.

• Evenings and weekend availability required.

Last updated : 2024-09-20