Hebrew SeniorLife

  • Concierge Manager

    Job Locations US-MA-Canton
    Job ID
    2018-2355
    Category
    Administrative
  • Overview

    Full Time Concierge Manager (40 hours)

     

    Serve as the manager of the Orchard Cove front desk team. The front desk provides 24 hour customer service, support and oversight of emergent requests and alarms to the entire Orchard Cove community. The Concierge Manager serves as the primary contact between residents, families, visitors and staff. The Concierge Manager’s management of a team of staff ensures professional and consistent communication and services that exceeds expectations of quality, professionalism and accuracy. The front desk serves as the “go to” for all initial inquiries and requests, and the Concierge Manager ensures that this occurs on a daily basis to help each resident, family member, staff member and guest receive the best possible service.

    Responsibilities

    • Responsible for ensuring 24-hour coverage at the front desk with a team that exceeds expectations of service
    • Manage staff to maximize their potential and productivity
    • Ensure that all standards of professionalism, policies and procedures are being practiced by all front desk staff.
    • Create a culture to meet organizational standards and goals
    • Answer all incoming calls to the front desk and relay the calls to appropriate party courteously and efficiently
    • Coordinate all emergency response efforts, serving as first point of contact for residents and directing necessary emergency personnel.
    • Create a welcoming and informative environment upon a person’s first entry into the Orchard Cove lobby.
    • Demonstrate detail oriented communication and documentation to appropriate staff with notices and concerns.
    • Oversee the documentation and updating of resident emergency information and files.
    • Oversee the daily operation of emergency response systems, including resident alarms, building alarms, front gate
    • Receive and document resident maintenance, housekeeping and computer technology requests.
    • Manage the delivery and documentation of all mail, packages and medications to the front desk. Oversee system to ensure that these processes are successful on all shifts to ensure best resident experience. Update the daily resident census.
    • Oversee the front desk team in ensuring the desk is clean and organized.
    • Schedule and facilitates concierge quarterly meetings

     

    Qualifications

    • High School diploma or equivalent
    • 3-5 years of supervisory experience
    • 3-5 years of customer service experience
    • Exceptional customer service, teamwork, communication and interpersonal skills required
    • Good communication, organizational skills and exceptional telephone etiquette
    • Basic knowledge of computers and other small office equipment, and willingness to learn new technology
    • A proven track record managing with daily priorities, emergencies and last minute changes
    • Previous concierge/receptionist experience preferred.
    • Flexibility to work varied shifts (when needed), including weekends and holidays
    • Positive and optimistic attitude
    • Must care deeply about supporting the best life of individuals as they age

    Working Conditions and Physical Demands:

    • Being neat, clean and wearing professional attire is required
    • At times a fast paced environment
    • Spends much of the time communicating with residents and their families by phone or in person
    • Extended periods of sitting and talking on the telephone
    • Subject to frequent interruptions
    • Subject to emergency situations
    • Works in a clean, well-lighted, well-ventilated area.
    • Strong perfumes/aftershaves are prohibited.
    • Emergent coverage of shifts may be necessary

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