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Concierge Job Description

Department: Marketing Reports To: Concierge Manager FLSA Status: Non-Exempt

Summary

The Concierge is the first impression of EdenHill Communities and must display superior customer service and hospitality skills consistently while assisting residents, family members, co-workers or vendors on the telephone or in person.

Essential Duties and Responsibilities include the following. Other duties may be assigned and vary by location.

  • Operates a telephone switchboard during designated hours and communicates effectively.
  • Serves as receptionist to visitors, providing information and directions. Receives and forwards messages, both verbally and written, to appropriate personnel.
  • Completes various clerical duties as assigned by supervisor staff on a priority basis determined by the Concierge Manager. Maintains and checks copy machines keeping them fully stocked with paper, toner, and staples so that work is not stalled.
  • Sells meal tickets and postages, keeping adequate amount on hand. Processes resident trust fund transactions and balances petty cash box daily.
  • Oversees distribution of newspapers, flowers, etc., to residents by calling the appropriate unit and asking them to pick up the items.
  • Reads names on packages, envelopes, and labels in order to distribute packages and mail.
  • Assures that the office is maintained in a clean and safe manner and that necessary supplies are maintained so that work is not stalled due to lack of stock items.
  • Assists in the scheduling of all conference rooms for staff, residents, families, and outside organizations.
  • Must be able to use the facility’s intercom system for paging, etc. Uses facility’s intercom system with discretion.
  • The position is subject to the Personnel Policies of EdenHill Communities.
  • Professionally interacts with residents, family members, guests, government agencies/personnel and coworkers, and directs to appropriate person or department.
  • Attends and participates in continuing education programs designed to keep you abreast of changes in administrative procedures.
  • Prepares, processes, updates, checks, posts and files required interdepartmental records and systems.
  • Identifies and intercepts, when appropriate, unusual occurrences to assist in monitoring security and safety of the residents. Reports unusual incidents following standard policies and procedures.
  • Counts money, makes correct change, and distributes meal tickets following defined procedures.
  • Meets people and responds to a variety of situations with poise, patience, and discretion.
  • Must have patience, tact, a cheerful disposition and enthusiasm, as well as a willingness to handle residents and/or staff based on whatever maturity level they are currently functioning.
  • Provides marketing tours of facility and maintains basic knowledge of services provided.
  • Retrieves messages from voicemail and forwards to appropriate personnel.
  • Answers incoming telephone calls, determines purpose of callers, and forwards calls to appropriate personnel or department.
  • Takes and delivers messages, or transfers calls to voicemail, when appropriate personnel are unavailable.
  • Answers questions about organization and provides callers with address, directions, and other information.
  • Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel.
  • Orders, receives, and maintains office supplies.
  • Provides exceptional customer service; must possess the ability to meet and exceed guests’ expections and provide services they need.
  • Responsible for scheduling transportation for residents.
  • Must possess multi-tasking skills with constant interruptions.
  • Must readily resolve challenges to the satisfaction of guests. If not able to resolve the challenge, then must take ownership to ensure it gets to the person who can resolve the challenge and follow up until the challenge is resolved.
  • Maintains guest records and provides other administrative duties as assigned.
  • Must consistently display and model the EdenHill Spirit hospitality behavior models.

    Concierge Job Description EdenHill Communities Revised: 12/12/2014 Page 1 of 3

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    Residents’ Rights Functions

  • Ensures that resident’s rights to fair and equitable treatment, self-determination, individuality, privacy, property and civil rights, including the right to wage complaints, are well established and maintained at all times within the administrative guidelines.
  • Maintains CONFIDENTIALITY of all pertinent resident care information to assure resident rights are protected.

    Supervisory Responsibilities

    No supervisory Responsibilities

    Competencies

    To perform the job successfully, an individual should demonstrate the following competencies:

    Quality

    Problem Solving

    Professionalism

    Customer Service

    Safety and Security

    Motivation

    Oral Communication

    Attendance/Punctuality

    Teamwork

    Initiative

    Ethics

    Quantity

    Judgment

    Dependability

    Planning/Organizing

    Multi-tasking

    Hospitality minded

    Qualifications

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Education and/or Experience

    Knowledge acquired in a four-year high school education or equivalent. One year experience in general office skills including typing, word processing, filing, and business telephone.

    Language Skills

    Must be able to comprehend oral and written instructions. Must be able to communicate effectively; understand and relate concepts behind specific ideas and functions as required for reception and emergency situations. Must be able to read, write and speak the English language.

    Mathematical Skills

    Must be able to add subtract, multiply, count money and give change. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

    Reasoning Ability

    Ability to apply common sense understanding to carry out detailed but involved written or oral instructions. Must be able to analyze situations and solve problems. Must possess the ability to make independent decisions when circumstances warrant such action.

    Computer Skills

    To perform this job successfully, an individual should have knowledge of Database software; Internet software and Word Processing software. Must be able to operate office, business and accounting machines, data processors, word processors, etc.

    Physical Demands

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is required to sit for prolonged periods of time (up to 8 hours a day).
  • Must be able to perform moderate manipulative skills such as pressing buttons on switchboard, writing, collating, typing, etc.
  • Must be able to move intermittently throughout the workday.

    Concierge Job Description EdenHill Communities Revised: 12/12/2014 Page 2 of 3

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  • Must be able to push, pull, lift, and carry up to 20 lbs. as required, bend and stoop to file, obtain supplies, etc. Must be able to squat to reach lower cabinets and file drawers.
  • Must be able to identify people entering and exiting facility, light and dark colors, view and interpret monitors, etc., at a distance of 15 feet.
  • Must be able to read small print correspondence (typed and written).
  • Must be able to distinguish normal sounds with background noise ranging from conversational levels to high pitched sounding alarms while using the phone, intercom, etc.
  • Must be able to transfer supplies weighing a maximum of 20 lbs. from floor to 30-inch counters.
  • Is subject to hostile and emotionally upset residents, family members, etc.; therefore, must be able to cope with the mental and emotional stress of the position.
  • Must possess sight/hearing senses, or use prosthetics that will enable these senses to function adequately, so that the requirements of this position can be fully met.
  • Must function independently, have flexibility, personal integrity, and the ability to work effectively with residents, personnel, and support agencies.
  • Is subject to frustrations in keeping up with administrative requirements.
  • Record multiple messages and information and task assignments up to eight hours during shifts given to self and others.
  • May experience exposure to seasonal conditions due to outside doors opening in reception area. Also may experience exposure to minimal electromagnetic field up to eight hours a shift. May experience seasonal exposure to dust, pollen, etc., from outside door.
  • Must be in good general health and demonstrate emotional stability.
  • Must be able to relate to, and work with, ill, disabled, elderly, emotionally upset, and at times, hostile people within the facility.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Acknowledgment:

I have read this job description and fully understand the requirements set forth herein. I hereby accept the position of Concierge and will perform all said duties to the best of my ability and understand that as a result of my employment, I may be exposed to the AIDS and Hepatitis B viruses. I understand that I may be held criminally liable for failure to report suspected abuse, neglect or exploitation.

I further understand that my employment is at-will, and thereby understand that my employment may be terminated at-will by the facility or myself with or without notice.

Printed Employee Name: Date:

Employee Signature:

Concierge Job Description EdenHill Communities Revised: 12/12/2014 Page 3 of 3

To apply for this job please visit the following URL: https://edenhill.org/application-general/ →