Concierge

Encore Village of Schaumburg is hiring for a Concierge position.

The Concierge delivers Encore's gold standard in service by anticipating needs and going above and beyond for residents, families and guests. As an ambassador of Care to the CORE, Encore's service culture, the Concierge provides consistent luxury hospitality that makes every person feel welcomed, valued and cared for.

The Concierge connects with warmth, observes the details, responds with ownership and elevates everyday moments. Whether welcoming a visitor, guiding a prospective resident, supporting a move‑in or resolving a concern, the Concierge takes thoughtful extra steps and follows through to create a memorable experience. The role also supports associates and community operations while maintaining safety, privacy and confidentiality.

• Provide attentive luxury service at the Hospitality Desk. Welcome residents and guests, offer clear directions and arrange escorts when appropriate while maintaining desk coverage.
• Answer and direct telephone calls courteously and promptly. Confirm the destination, relay messages accurately and provide the same attentive hospitality by telephone as in person.
• Maintain knowledge of community services, amenities, dining, events and procedures. Find accurate answers and connect people with the right resources when information is not immediately available.
• Coordinate welcoming tours and move‑ins with the appropriate departments. Anticipate questions and arrival needs, help people navigate services and provide a smooth welcome.
• Listen to service concerns, acknowledge their impact and take ownership of the next step. Act within role authority, involve the Concierge Manager when needed and follow up to confirm the concern was addressed.
• Coordinate with other departments to fulfill requests and prevent avoidable delays. Provide clear handoffs, timely updates and dependable follow‑through so residents and guests do not have to repeat or chase requests.

• Connect:
  Build trust through warm, personal welcomes, preferred names when known and attentive listening. Learn what matters to each person, remember preferences and respect their dignity and independence.
• Observe:
  Notice the details, including comfort, accessibility, preferences and signs that someone needs help. Anticipate needs and offer assistance before being asked or promptly notify the appropriate team.
• Respond:
  Own requests through resolution. Explain the next step, provide timely updates, complete promised callbacks and follow up to confirm the need was met.
• Elevate:
  Use creativity to go above and beyond and create meaningful memories. Add thoughtful touches, such as a personalized welcome, help with a special occasion or extra support during a stressful arrival.

• Complete Care to the CORE training and Concierge certification. Demonstrate the CORE behaviors consistently and apply CORE Excellence Check feedback and coaching to improve daily service.
• Participate in daily huddles and help achieve the department's four monthly CORE Commitments.
• Recognize associates who demonstrate CORE behaviors by completing and sharing specific CORE recognition cards that describe their actions and impact.

• Monitor the fire alarm system and respond according to policy. Notify Resident Services Assistants (RSA), maintenance and the Schaumburg Fire Department dispatcher of the exact alarm location.
• Monitor the emergency response system and coordinate with RSA for Residential Living and Assisted Living, and with Emergency Medical Services (EMS) when appropriate, according to policy.
• Monitor closed-circuit television (CCTV), verify…