Concierge Lead

Job Summary:The Concierge Lead greets those entering the community, validates and communicates the nature of their visit, and completes a variety of administrative assignments. The Concierge ensures the highest level of resident satisfaction by providing services and information the residents request within the guidelines of the community. This position proactively anticipates the needs of the residents so a solution can be offered before requested, personalizing the delivery of the service to meet the specific needs of each resident. This position organizes the Concierge team schedules and performs orientation and training duties for the team.Compensation & Benefits:This is a full-time, salaried position with a starting salary of $19.25+ per hour. In addition, Bay 9 Holdings LLC dba Edgemere offers competitive medical, dental, vision, and life insurance benefits, generous PTO and holiday vacation time, and 401K.Responsibilities: Ensure resident satisfaction levels are achieved through quality and hospitality service initiatives and systems. Generate responses to resident inquires with a sense of urgency and follow through and communicate to a higher authority if the task requires further assistance. Acknowledge and greet all residents, guests and team members with utmost courtesy and urgency. Ensure visitors sign in; validate nature of their visit and notify resident or team member of the visitor. Provide for high levels of resident engagement. Answer phones and other communication devices promptly and transfer messages to the appropriate party. Handle inquiries and release information in accordance with established policies and procedures. Clearly communicate emergency information including fire, severe weather, missing person) to residents, guests and team members using community procedure. Track and remind team of mandatory training in the Community. Assist in the completion of 90- day and annual performance reviews for concierge team. Assist in data entry completion of resident face sheet information into SOS annually. Enter data into the Preference spreadsheet as provided by team members. Using Point-of-Sale system perform minor financial transactions associated with selling of stamps, gift certificates, fax and/or photocopying. Perform administrative tasks for supervisor, residents and guests as requested. Receive and ensure distribution of mail and other deliveries to the appropriate residents or department. When desk coverage is available, deliver packages and perishables to resident homes. Be knowledgeable of local current attractions or events and offer recommendations and personal services that may include, but not limited to, restaurant reservations, recreation requests, doctor appointments, floral orders, dry cleaning, etc., for residents and visiting guests. Information provided may include maps, literature, and other materials. Remind residents of scheduled reservations and other events. Assist residents with sign-up sheets and filling out community forms such as regular community bus routes, special transportation requests as provided at each community and room set ups for gatherings. Responsible for accepting reservations for use of rooms and for guest rooms per Community procedure. Responsible for keeping work area clean, orderly and safe at all times. Open and close the concierge desk and properly secure all files, keys, and equipment. Receive inquiries and release information in accordance with established policies and procedures. Comply with HIPAA regulations surrounding handling and communication of medical and financial information. Ensure guests/visitors abide by existing rules and refuse move-in to persons, as directed. Call Safety and Security Officer when assistance is needed. In absence of safety and security team, direct vendors and emergency vehicle drivers as needed. Practice exemplary public relations and customer service with all contacts, to enhance the positive image of Edgemere. Teach team members Concierge department policies and procedures in assigned area of responsibilities. Assist in hiring, performance management and corrective action for the department. Visit all new residents upon move-in to introduce self, community, and review move-in packet. Aid family in support of resident experience in the community through counseling and problem-solving techniques. Act as a resident advocate asserting and safeguarding the human and civil rights of the residents and their families while fostering human dignity and personal worth. Provide training and support to departments and team members regarding resident rights. Comply with applicable federal, state, and local laws, rules, and regulations; maintains knowledge of and follows all company policies and procedures. Maintain regular and punctual attendance at work and meetings.Requirements: High school diploma or equivalent required. Associate degree (preferred)Hospitality or customer service experience preferred. Must have the ability to follow written and oral instructions. Customer service experience required. A willingness to learn is needed. A minimum of one year experience leading/managing a team is preferred. Ability to read, write and speak English sufficient to perform job duties and to interact and communicate with residents, vendors, and team members. Capability to motivate team members and effectively cooperate with other departments.EEOC Statement:Bay 9 Holdings LLC dba Edgemere is an equal opportunity employer and does not discriminate against applicants or employees on the basis of race, color, sex, religion, national origin, age, disability, or any other legally protected status. All qualified persons will receive equal consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or veteran status.OSHA Category Classification: Category III: Tasks that involve no exposure to blood, body fluids, or tissues, and Category I tasks are not a condition of employment. The normal work routine involves no exposure to blood, body fluids, or tissues, although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids.