Concierge

Job Summary/Objective:

Assure that the Independent Living Center entrance and concierge desk is managed in an efficient and professional manner by maintaining a welcoming environment for residents, visitors, and staff. Provide a wide variety of support to staff and residents to ensure the highest level of individualized customer service.

Essential Functions/Duties/Responsibilities:

• Greet and direct all residents, visitors, staff, and contractors in a courteous manner. Assure all visitors sign in via the Accushield kiosk and provide kiosk assistance, as needed. 
• Assure that all in-person, email, radio, and phone inquiries are responded to, or directed appropriately in an accurate and timely manner. Screen and route all incoming communications or take clear and concise messages when required. Assess and resolve problems, as required, or refer to appropriate department leadership, if needed.
• Support Montereau’s marketing efforts to maximize resident occupancy by answering inquiries regarding the community, providing information packets, and compiling data for the IL Center marketing spreadsheet.
• Assist Independent Living Administration in the coordination of the resident admission process.
• Sort and process resident and staff mail on a daily basis for expedient delivery.
• Input and update IL resident records assuring accurate and complete information is maintained in accordance with state regulations and Montereau procedures.
• Provide administrative support and report to the Concierge Supervisor, Director of Hospitality, COO – Health Services and Health Services leadership team, ELT, LT and assist various departments and residents as requested. Activities may include updating monthly state report, providing upkeep of contract binders, revising, and updating Operational Policy and Procedure Manuals each quarter, typing and printing Care Conference letters to residents and their families, and processing of resident clothing labels to assure proper and efficient laundering, and assisting with additional projects as needed.
• Enter maintenance and housekeeping work order requests for staff, residents, and their families in a timely, accurate, and thorough manner. Enter transportation requests for IL residents and maintain accurate resident information in the transportation scheduling system.
• Work closely with the Independent Living (IL) team to provide consistent support for residents transitioning between IL and HC.
• Assist with administrative tasks in both IL and HC areas, including handling resident inquiries, processing forms, and scheduling services.
• Collaborate with other departments to promote a unified resident experience, addressing concerns and ensuring all services are coordinated effectively.
• Intermediate level computer skills in MS Office, including Word, Excel, and Outlook and ability to learn new software systems.
• Solid problem solving and decision-making skills.
• Strong interpersonal skills and understanding of quality customer management and service
• Strong verbal communication skills to effectively address issues and concerns with diverse populations while showing compassion and empathy.
• Ability to effectively interact with a diverse leadership team, staff, residents, and third-party associates, including vendors, providers, and visitors.
• Ability to effectively manage sensitive and confidential communications and information, while maintaining a high level of poise, tact, and diplomacy.
• Coordinate communications and displays related to resident passing.
• Perform other related functions as required or as assigned.

Required Skills/Abilities/Competencies:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent sales and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

Education and Experience:

• High school diploma or an equivalent combination of education, training and experience is required.
• Ability to obtain Oklahoma Notary seal is required.
• A minimum of 3 years of experience in a customer service or administrative position is required.
• Previous experience working with older adults or in a healthcare setting is preferred.

Physical Requirements:

• An extensive amount of sitting, with an occasional amount of walking, standing, kneeling, bending at the waist, and reaching above the head and shoulders.
• Ability to occasionally lift and push up to 25 pounds.
• Frequent use of ordinary communication, including normal levels of hearing and vision, including both near and far seeing, color discrimination, field of vision, and depth perception.
• Ability to use a computer, telephone, or other office equipment for an extensive period of time.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.