Concierge

Act as the face and voice of Three Pillars at Village on the Square Independent Living. Provide a top-notch customer experience to residents, families, and guests who call or enter the building. Coordinate helpful services and provide resources to all residents and guests, modeling superior customer service skills and exemplifying our values. Provide limited clerical support for Village on the Square residents and staff.

A.Customer Service – Resident Lifestyle & Time Management Services

· Monitor locked entrance/lobby areas and phone calls to greet and provide services to residents, responding to needs and being active throughout the building when able and necessary.

· Address resident/family member needs and inquiries to offer services including but not limited to:

i. Answer questions and provide information about the building/organization or local services/businesses/vendors.

ii. Assist new residents and their families with acclimation to new setting by providing ongoing information and guidance.

iii. Oversee the acceptance of packages, floral deliveries, medications, newspaper, and mail delivery services for resident and staff. Assist with delivery when requested to resident apartments.

iv. Forward important mail to family members of deceased residents or those who have moved off campus.

v. Facilitate the sale of postage stamps, track transactions, and handle cash/change.

vi. Perform photocopying/clerical support duties for resident-ran programs.

vii. Schedule guest lodging and meeting/party room reservations; facilitate event planning.

viii. Other inquiries are requested.

· Work with other departments and Three Pillars staff on tasks that support resident needs, including but not limited to:

i. Deliver memos, birthday cards, misdelivered mail, and other handouts, which includes walking throughout building delivering to each apartment.

ii. Facilitate communication of Lifestyles activities by maintaining the digital display or paper memos/postings.

iii. Assist periodically with resident shuttle scheduling or alternate options when shuttle isn’t running.

iv. Act as liaison to clinical staff regarding any changes in resident conditions via email or verbally, using We Care forms as necessary.

B.Customer Service – Visitors/Guests

· Monitor locked entrance/lobby areas to greet and provide services to visitors, guests, and vendors.

· Answer incoming calls; take messages and/or forward calls as appropriate.

· Answer inquiries from front entrance access system; screen visitors, grant building access when pertinent, direct to the correct person/place, and provide information as needed.

· Monitor digital display screen in entrance area and alert supervisor if it needs attention, or to suggest additions or edits.

· Assist sales team in answering walk-in or telephone facility inquiries and refer to appropriate staff for tour appointment.

C.Administrative Support

· Update resident directory, resident phone list, front entrance phone list, emergency phone lists, birthday list, concierge binder, physical and digital files and other resources as needed.

· Submit work orders from residents.

· Provide limited clerical support to various departments, including ordering supplies and special project support when possible.

· Complete and email resident status reports to appropriate staff.

· Retrieve resident rent payment from rent slot and forward to the business office.

· Assume the role of Facility Incident Commander if other building staff are unavailable – carry out duties in all events of emergency, including Severe Weather Alerts, Fire, Maintenance Emergencies, Resident Emergencies and Active Assailant/Shooter.

D.Other Responsibilities

· Perform housekeeping/organization of concierge desk and media room.

· Participate in meetings as needed.

· Maintain a positive image of Three Pillars in the community.

· Consult with other departments to coordinate efforts to provide services that meet organizational needs.

· Keep current with job standards through in-service training, continuing education, personal and professional development.

· Continually seek opportunities for quality improvement.

· Other duties as assigned by supervisor.

Minimum education, certification and/or licensure:

• High School Diploma or G.E.D.

Physical requirements:

• Sit, stand, bend, and push frequently.
• Ability to lift objects weighing up to 30 pounds occasionally.
• Ability to walk throughout building as needed on a daily basis

Mental requirements:

• Able to handle interactions with all kinds of people in various situations, including upset people.
• Read, write, and speak English fluently.
• Good problem solving and organizational skills.
• Must be able to work independently.

Experience:

• Prefer 2-3 years’ experience in an office setting or hospitality industry.

Computer knowledge:

• Proficient with Microsoft Office.