Concierge

JOB OVERVIEW

The Concierge is often the initial contact and first impression that many people have of Sunrise Senior Living. The Concierge is responsible for greeting potential residents, families, and visitors, managing both external and internal calls, and taking and communicating messages. The Concierge provides an overview of community information to those inquiries in support of the Director of Sales (DOS) and Executive Director (ED). Responsible for assisting the Business Office Coordinator (BOC)/HR Designee in the community recruitment process, computer data entry, and other assigned general administrative duties as well as monitoring the Bistro area for refreshments, cleanliness, and music and ensuring a pleasant atmosphere.

RESPONSIBILITIES & QUALIFICATIONS

Job Description

Essential Duties

As a part of the Sunrise team, supporting our Mission, Principles of Service and Core Values is a fundamental part of this job. Our foundational belief is the sacred value of human life. The unique responsibilities for this role include but are not limited to the essential functions listed as follows:

Customer Service

• Oversee the community entry area for visitors, guests, and residents, extend a warm welcome and greeting, offer and provide beverages to visitors and guests, and ensure that the community safety protocols are in place.

• Contact the DOS, ED, or Department Coordinator to meet with prospective residents, families, or visitors and ensure wait times are minimal.

• Greet potential candidates interested in learning more about Sunrise careers and job openings at the community and direct candidates to apply online or capture the candidate information into the Applicant Tracking System (ATS) to launch the recruitment process.

• Answer incoming telephone calls and resident calls within two-three (2-3) rings with the appropriate community greeting message and identification.

• Take complete messages with pertinent information (name, number, message) as appropriate and communicate messages to the intended recipient.

• Offer and provide a community overview to the caller, determine who to forward the caller to, and notify the caller who they are being transferred to.

• Manage appointments for residents and family members such as, but not limited to, hairdresser, transportation, etc.

• Send get well cards to residents in the hospital.

• Order Memory Flower for any residents that have passed away.

• Send sympathy cards to families and/or responsible parties as needed.

Sales and Marketing

• Order flowers and name plates for new residents prior to move in.

• Order guest meals for resident and family for day of move in.

• Create and maintain marketing and move-in packet inventory as needed.

• Support the DOS by taking and handling initial inquiry calls with potential families and residents and encourage and build interest in Sunrise Senior Living.

• Assist the DOS with Customer Relationship Management lead tracking database entry, if applicable.

• Perform other administrative duties pertaining to the resident move-in process.

Front Desk and Bistro Areas

• Keep desk and entry area neat and organized.

• Check Bistro regularly for cleanliness, ensure fresh coffee, fruit, popcorn, and other snacks are available; maintain and clean the popcorn machine daily, and restock as necessary.

• Keep music playing throughout the day.

• Ensure that another team member covers the front desk when stepping away to complete above duties.

Risk Management

• Partner with community team to ensure community is in compliance with national/provincial regulations pertaining to occupational health and safety requirements, promoting Risk Management programs and policies, and adhering to safety rules and regulations.

• Practice safety procedures at all times including Personal Protective Equipment (PPE), fire extinguishers, Safety Data Sheets (SDS), and Lockout Tagout procedures.

• Maintain the Resident Roster, Team Member Roster, and Current work schedules for emergency procedures.

• Champion the Safe Leaving Program and Procedures by partnering with Community Leadership to ensure the safety of our residents while meeting our Sunrise Service Standards as indicated below:

• Respond to emergencies as indicated in Sunrise’s policies and procedures.

• Responsible for all guests and residents to appropriately sign themselves in and out at all times.

• Maintain a high-risk elopement list with photograph at front desk.
• Heightened awareness of the entry and exit of all residents.

Administrative

• Update resident phone list and roster daily, move-in and move-out register daily, and guest and sign-in logs as necessary.

• Prepare meal tickets for team members and family members and tally meal count sheets for the Dining Service Coordinator.

• Collect meal ticket money and account for and process money in accordance with internal business control procedures.

• Organize and distribute mail to residents, Executive Director, and Department Coordinators.

• Collect and distribute resident and community newspapers.

• Post and display the Daily Menu on Menu Board.

• Maintain resident form for miscellaneous credits and complete as directed by the BOC and/or Business Manager/Controller.

• Assist the BOC/HR Designee with the recruitment process by performing computer data entry tasks and other general administrative duties as assigned.

• Monitor and order office supplies as needed.

• Track and disperse team member paychecks.

Training, and Contributing to Team Success

• Participate actively as a member of a team and committed to working toward team goals.

• Demonstrate in daily interactions with others, our Team Member Credo.

• Commit to serving our residents and guests through our Principles of Service.

• Contribute in the overall engagement programs and processes (customer and team member engagement) including participating in the team member engagement survey and engagement improvement planning workshops.

• Attend regular meetings; Town Hall, Department Team Meetings, Cross Over, and others as directed by the Supervisor/ Department Coordinator.

• Maintain compliance in assigned required training and all training required by state/province or other regulating authorities as applicable to this role to ensure that Sunrise standards are always met.

• Perform other duties as assigned.

Core Competencies

• Ability to handle multiple priorities

• Possess written and verbal skills for effective communication

• Demonstrate good organizational, time management, and follow through skills

• Possess accurate record keeping skills

• Demonstrate good judgment, problem solving and decision-making skills

Experience and Qualifications

• High School degree/GED

• Proven customer service experience and skills

• Proficiency in computer skills, Microsoft Office (Windows, Outlook, Excel) and Sunrise applications with the ability to learn new applications

• As applicable, all Sunrise team members who drive a Sunrise vehicle must sign the Driver job description and understand the key essential duties for safety and regulatory compliance