Concierge (PRN)

Overview

Assist residents, families, and staff with concierge services and support.

Key Responsibilities

• phone answering
• package logging
• transportation scheduling
• mail sorting
• security monitoring
• service coordination

Tasks

-Answers the phone within 3 rings; determine the nature of the call to either relay information or route the call as appropriate. -Coordinates services for residents and their families (especially out of town guests), this would include but not be limited to the following: dry cleaning, grocery and drug store delivery, dinner reservations, beauty parlor services, theater, and movie tickets, as well as transportation to and from events, appointments and errand running. The Concierge will follow up after services were rendered to confirm that all was satisfactory -Serves as a point of contact for needs, requests, and complaints for all residents, families, guests, vendors, and staff. -Receive and log all packages that arrive at the community. -Understands the customer's needs, requests and / or concerns and assists in providing them with personalized solutions. -Connects with all new residents and families within the first week of arrival to introduce oneself, welcome them to the community, provide information on the concierge services for the community. -Maintains a safe, clean, and organized reception, lobby, and welcome area by complying with procedures, rules, and regulations. -Answers questions and directs appropriately to nearby community resources. -Takes detailed messages with name, date, time, return phone number and any additional information that is pertinent at the time of the call. Ensures the message is received by the intended person in a timely manner. -Identifies, obtains, and effectively allocates the resources required to achieve applicable goals -Maintains security of the community by following procedures, monitoring logbooks to include resident and guest sign-in and sign-out logs. -Coordinates the community's transportation schedule. This would mean to monitor the sign-up sheet for all requests, ensuring there are no conflicts for the chauffer. Provide written confirmation to all parties to ensure a smooth and pleasant experience. -Serves as a liaison between the culinary department and guest meal reservations. Provide written confirmation on the reservation to all parties to ensure a smooth and pleasant experience. -Receive and sort incoming mail. Deliver mail as appropriate. -Make reminder calls to residents who are not in the dining room, maintaining RSVP lists for community events, family events and special meals that are held throughout the year.

Requirements

• driver's license
• computer skills
• customer service
• communication
• time management
• senior experience

What You Bring

-Able to be innovative to create and generate solutions -Able to exude confidence and patience with all interactions. -Able to think creatively and independently to meet worthwhile objectives -Able to act in solving problems, while exhibiting judgment and a realistic understanding of the issues. Able to use reason, even when dealing with emotional topics. -Able to relate to routine operations in a manner that is consistent with existing solutions to problems. -The position may require driving responsibilities; must possess a valid driver's license with an acceptable driving record per company's Motor Vehicle Policy -Ability to communicate verbally, in writing, and through pictures when necessary -Ability to manage time efficiently -One (1) to two (2) years of working with seniors preferred. -Ability to utilize technology effectively and efficiently, including use of computers, iPad/tablet, Word programming, internet access, and email. -Expected to be punctual, neat, clean, and professional in appearance. -Demonstrates an ability to use independent judgement and discretion to make decisions on what is in the best interest of the customer who you are currently serving. -Able to operate standard office equipment -Experience as a Concierge, or experience in a customer service role is preferred. -Able to work with people in such a manner to support the company's culture, work in a team setting to accomplish goals and get results. -Ability to work varied schedules to include weekends, evenings, and holidays. -Has a solid understanding of ‘who' the customer is and provides a level of service that is positive and rememberable.

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About Experience Senior Living

-They’ve rapidly grown across six states—California, Colorado, Florida, Indiana, Maryland, Ohio, Virginia and Washington—delivering vibrant independent, assisted living and memory care communities. -Financially backed by a vertically integrated model, they recruit top HR and operations leaders to support scalable expansion. -Their typical projects are architect‑led, amenity‑rich communities featuring fitness centers, salons, theaters, makerspaces, resort‑style pools and pet‑friendly areas. -They specialize in residential senior living—particularly independent living, assisted living and memory care—all centered on holistic resident experiences. -Unusually, they empower residents to launch clubs, podcasts, art studios or travel groups, reflecting a bespoke ‘experience‑first’ approach.

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