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SalaryJob Title: Concierge
Department: Administration
Reports To: Business Office Director
Location: Community
FLSA Status: Non-Exempt
Revised Date: December 2019
One of the keys to Sonata Senior Living’s success as a company is hiring good Team Members. We expect and depend upon each Team Member to perform the tasks assigned to the best of their abilities. We believe that hard work, a commitment to excellence and a desire to work with seniors are essential to a successful career in senior living.
MISSION STATEMENT
Sonata Senior Living enriches the lives of older adults through innovative programming, services and care that honor individuality and personal choice.
OUR GUIDING PHILOSOPHY
Sonata Senior Living is committed to providing the highest-quality senior living services with sensitivity and compassion to our residents, staff and guests AT ALL TIMES. We actively seek new ways of exceeding the expectations of residents, colleagues, and guests on an ongoing basis by placing customer service and resident choice at the center of everything we do through our Core Values.
Excellence - We are committed to providing excellent service; to everyone, at all times.
Integrity - We will honor the truth; in accordance with the highest principles and ethics.
Respect - We will demonstrate respect to every individual; without exception.
Passion - We are driven by enthusiasm for those that we serve; our residents, guests, and Team Members.
Teamwork - We will develop people and foster teamwork through mutual respect and communication
SUMMARY
The Concierge answers the telephone, directs calls, provides information, greets people and assists in general office work and resident needs. They create the first impression for every visitor that calls in or walks into the community. It is expected that Concierge understands “At Your Service” philosophy and exemplifies it with every interaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Department: Administration
Reports To: Business Office Director
Location: Community
FLSA Status: Non-Exempt
Revised Date: December 2019
One of the keys to Sonata Senior Living’s success as a company is hiring good Team Members. We expect and depend upon each Team Member to perform the tasks assigned to the best of their abilities. We believe that hard work, a commitment to excellence and a desire to work with seniors are essential to a successful career in senior living.
MISSION STATEMENT
Sonata Senior Living enriches the lives of older adults through innovative programming, services and care that honor individuality and personal choice.
OUR GUIDING PHILOSOPHY
Sonata Senior Living is committed to providing the highest-quality senior living services with sensitivity and compassion to our residents, staff and guests AT ALL TIMES. We actively seek new ways of exceeding the expectations of residents, colleagues, and guests on an ongoing basis by placing customer service and resident choice at the center of everything we do through our Core Values.
Excellence - We are committed to providing excellent service; to everyone, at all times.
Integrity - We will honor the truth; in accordance with the highest principles and ethics.
Respect - We will demonstrate respect to every individual; without exception.
Passion - We are driven by enthusiasm for those that we serve; our residents, guests, and Team Members.
Teamwork - We will develop people and foster teamwork through mutual respect and communication
SUMMARY
The Concierge answers the telephone, directs calls, provides information, greets people and assists in general office work and resident needs. They create the first impression for every visitor that calls in or walks into the community. It is expected that Concierge understands “At Your Service” philosophy and exemplifies it with every interaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Greets people when they arrive at the community. Inquires as to their business in the community and gives them information, assistance and directions as needed.
- Accepts and refers all incoming calls. Receives inquiry calls in the absence of key staff and takes specific information to assure easy follow up.
- Works together with administrative staff to cooperatively problem solve situations on a day-to-day basis.
- Assists with Marketing and Administrative projects/tasks as appropriate
- Attends in-service training as assigned.
- Assists other office personnel with filing, mailing, and copying projects as assigned.
- Maintains work area and the surrounding areas including the lobby, assuring that areas are neat and inviting to visitors
- Fills out guest meal slips and distributes when applicable.
- Sorts and stamps mail daily.
- Arranges furniture for specific programs if needed.
- Determines resident and/or visitor problems and needs and addresses them or refers them to appropriate personnel for assistance.
- Attends to special personal needs of residents when called upon without compromising telephone reception duties (i.e. arranges coverage for telephone and desk while away).
- Makes "wake-up" calls to those residents who request it (or need it) as applicable.
- Conducts tours in the absence of other designated staff.
- Perform cleaning duties as scheduled and/or as needed.
- Ensures that café/bistro/hospitality station is stocked with snacks and beverages throughout the day, if not notifies the Food Service Director.
COMPANY WIDE RESPONSIBILITIES
- Supports a dignified and caring atmosphere with residents, residents' families, visitors and team members.
- Protects privacy and confidentiality of information pertaining to the resident, team member, residence, company information and records.
- Maintains a safe and secure working environment and practices safe working habits.
- Complies with the attendance policy.
- Complies with the cell phone and social media policies.
- Maintains neat appearance, good personal hygiene and appropriate attire per company dress code.
- Participates in training, in-services and attends meetings when required.
- Assists with special projects as assigned and performs other related duties.
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.
Prior to presence in the community, applicant must have completed a Post Hire Health Questionnaire upon offer of employment. A TB test result must be received with 7 days of employment. Previous TB test results cannot be older than 6 months; chest x-ray results 2 years. A clear, Level II Background Screening is required prior to team member’s starting date.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. Ability to type 40 words per minute. Possesses filing experience and thorough knowledge of alphabetical order. Ability to work in a health care setting which includes working with residents who are aged, chronically ill and/or disoriented. Must have three or more months in a business office setting; experience answering telephones, greeting the public and typing skills.
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or team members of organization.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS
Valid first-aid certification and CPR certification.
PHYSICAL DEMANDS
Position requires the ability to stand, reach, bend/stoop/crouch, push/pull/lift/carry up to 50lbs, twisting/ turning and repetitive motion
PHYSICAL ABILITIES
Must have good vision, hearing and speech
The above statements are intended to describe the general nature and level of work performed. They are not intended to be construed as an exhausted list of responsibilities, duties, and skills required of personnel so classified.
