South Plains Concierge in Lubbock, Texas
The Concierge is responsible for greeting visitors, fulfilling resident requests, arranging tours of the property, answering a multi-line telephone and providing clerical support to the administrative staff, in accordance with property policies and procedures.
Provide all residents, guests and visitors exceptional customer service during every interaction whether in-person or via the telephone. Learn and know all residents by name. Each interaction must meet or exceed the Concierge Service Standards of Excellence. Greet all residents and visitors. Provide information to those seeking information about the property. Be responsive to the needs of people who inquire about the property and/or who are in the building for meetings with administrative personnel. Direct visitors to appropriate office or resident apartment. Answer telephones, record and channel information, direct calls to appropriate individual or department, relay messages in a timely, clear, polite concise and professional manner. Responsible for assisting residents, family members, and guests with general requests. Be responsive to residents’ concerns, including; responding immediately to emergency calls and notifying the appropriate persons or agencies as warranted, promoting resident morale by answering questions and calming distressed residents, and referring grievances to appropriate personnel. Monitor the Emergency Alert System and immediately respond to every call. Responsible for the mail meter, stamps, making copies, and other tasks related to office operations. Record receipt of packages and contact Residents for pick up. Effectively handle business center requests such as photocopying, faxing, shipping of mail, etc. Process incoming mail. Sort, but not open, property mail and distribute mail to appropriate mailboxes. Arrange all wake-up calls, dry cleaning, pet care, additional housekeeping, personal errands, car care etc, as requested by residents. Fulfill “personal concierge” requests such as area restaurant reservations, tee times, MapQuest directions, internet research, etc. Maintain front desk area in a neat and orderly fashion. Ensure that the desk and lobby has current property literature on display. Ensure that lobby is free of excessive or outdated literature. Ensure that coffee and/or refreshments are fresh and readily available. Accurately and in a timely manner, complete all opening and closing duties. Perform clerical duties for property staff as directed. Display knowledge of the services and programs and other pertinent information regarding the property. Responsible for arranging for tours of the property for individuals making spontaneous visits or pre- arranged visits. Update and assemble marketing packets for inquiries. Accurately take reservations for Activities Department (special events, excursions, classes, etc), personal and complimentary transportation and for meals in the dining room Arrange for the parking and retrieval of valet cars. Receive and accurately record all maintenance work order requests and deliver the requests timely to the Maintenance Department. SPECIFIC KNOWLEDGE, SKILLS, LICENSES, CERTIFICATIONS, ETC:
Must be eighteen (18) years of age Must have a high school diploma or equivalent Prefer two (2) years experience in a hospitality setting or prior senior living community Able to safely operate standard household equipment (dishwasher, iron, vacuum, washer, dryer) Able to operate a personal computer and be proficient in MS Office programs (Word, Excel, etc.) Able to operate standard office equipment, including fax machine, copier, telephone, etc. Knowledge of and/or ability to learn the theory and practice of assisted living and dementia care Able to work with seniors and patiently interact with cognitively impaired individuals Able to be flexible, adapt and respond to change, make decisions in stressful situations and prioritize tasks and projects. Able to process information and apply common sense understanding to follow and carry out written or oral instructions. Able to analyze, solve and respond to problems or concerns. Able to count and perform simple math problems Able to read, write and speak the English language and to interact and communicate effectively with employees, supervisors, physicians, health care professionals, residents, and their families Must be highly motivated and able to work independently Able to obtain and maintain valid first aid certification Able to obtain and maintain valid Food Handler’s certification, as needed Be mobile and able to perform the physical requirements of the job. Good physical health, verified by a health screening, including a chest x-ray or an intradermal test result not more than 6 months prior or seven (7) days after employment