Concierge Services Manager

Responsible for managing the Concierge desk and resident services operations, including transportation. Supervises community concierge and transportation. Provides administrative support to the Executive Director and Management Team.

The following duties are normal for this position. This list is not to be construed as exclusive or all inclusive. Other duties may be required and assigned.

• Manages the concierge desk and resident services operations campus wide.
• Supervises concierge, including the hiring, scheduling, training, counseling, conducting performance reviews and/or termination.
• Manages the coordination of transportation services, , work order requests, IT support, salon services and reservations for various community events for residents.
• Greets and directs all phone calls and guests.
• Serves as the information hub for the community.
• Assists residents and family members with needed information or directs needs/concerns to the appropriate departmental staff.
• Resolves issues as appropriate with timely follow up.
• Prepares and updates weekly MOD schedule.
• Records MOD reports with appropriate follow up.
• Ensures cleanliness and aesthetics of lobby areas, libraries, entrances, and exterior of entrances.
• Serves as Manager on Duty on a rotating basis.
• Coordinates PSP requirements/screening and paperwork to ensure completion and compliance.
• Manages resident files and their compliance with required items such as renters insurance, POAs, pet vaccinations, etc.
• Helps with coordination of calendar management for the team and the reservation of spaces. Oversees transportation services including supervision of transportation department team members.
• Manages the resident communication platform Wellzesta.
• Other duties and special projects as assigned by Executive Director

• Supervises Concierge team members as they perform concierge duties in assigned areas, including Independent Living, Assisted Living, and Health Care.
• Responsible for interviewing, selection, orientation, training, evaluation, scheduling, and counseling of concierge and transportation team members.
• Coordinates and conducts regular in-services as needed.
• Monitors expenditures and controls operating costs for respective departments effectively using staff, materials, and equipment.
• Creates and maintains a motivating environment that encourages team member involvement, creativity, and problem solving

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent.
• Experience in customer service environment and role, preferably in a senior living setting.
• 1-3 years of related experience and / or training; or equivalent combination of education and experience.
• Supervisory experience helpful.
• Experience with a multi-line phone system.

• Language Ability:
  • Ability to communicate effectively in writing and speaking the primary language of the residents.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
  • Must demonstrate excellent telephone communication skills.
• Mathematical
  
  Skills:
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Cognitive Demands:
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Computer
  
  Skills:
  • Ability to use Microsoft Word, Excel, Power Point and Outlook.
  • Ability to use software to design calendars and signs. Ability to use the Internet.
  • General office skills such as use of copy machine, postage machine, and other office equipment.
• Excellent telephone communication skills.
• Ability to operate general office equipment.
• Must be able to handle multiple tasks simultaneously.
• Must have strong attention to detail and ability to meet deadlines.