Concierge Supervisor

Job Summary:

The Concierge Supervisor is responsible for managing the concierge team, ensuring that all front desk and guest services are performed in a courteous and professional manner. This role plays a key part in delivering outstanding customer service to residents, their families, and visitors. The Concierge Supervisor also serves as the primary point of contact for residents' inquiries, requests, and needs, contributing to a comfortable and welcoming environment.

Key Responsibilities:
Supervision & Leadership:

• Supervise and manage the daily operations of the concierge/front desk team.
• Create staff schedules, ensuring appropriate coverage for the front desk at all times.
• Train, mentor, and evaluate concierge staff to ensure consistent high-quality service.
• Address and resolve staff performance issues, providing coaching and feedback as needed.

Resident Services:

• Greet residents, visitors, and guests, providing assistance with their inquiries, requests, and appointments.
• Coordinate transportation requests for residents, including scheduling shuttles, taxis, or private cars.
• Facilitate dining reservations, housekeeping requests, and personal service arrangements for residents.
• Assist with managing packages, mail, and deliveries for residents.

Communication:

• Act as a liaison between residents, families, and other departments within the community.
• Handle incoming phone calls and direct them appropriately, ensuring messages are conveyed clearly and promptly.
• Communicate important updates, events, or changes to residents through appropriate channels (bulletin boards, newsletters, etc.).

Event & Activity Coordination:

• Collaborate with the Activities Director to assist in planning and promoting community events, outings, and activities.
• Ensure residents are informed about community events, trips, and recreational opportunities.

Administrative Duties:

• Maintain an updated database of resident information, including emergency contacts and special preferences.
• Track and manage service requests, following up to ensure prompt resolution.
• Prepare and maintain reports related to concierge services, including logs of resident requests and feedback.

Quality Assurance:

• Monitor and ensure compliance with customer service standards.
• Respond to resident and family concerns or complaints with professionalism, escalating issues as needed.
• Regularly assess and improve concierge services, seeking opportunities to enhance the resident experience.

Safety & Security:

• Ensure that all safety protocols are followed, especially related to visitor access, resident safety, and emergency procedures.
• Coordinate with the team to maintain a secure and welcoming environment.

Qualifications:
Experience:

• Minimum of 3 years of experience in a concierge, customer service, or front desk supervisory role, preferably in an assisted living or hospitality environment.

Skills:

• Strong leadership and team management abilities.
• Excellent verbal and written communication skills.
• Ability to multitask and handle high-pressure situations calmly.
• Exceptional customer service and problem-solving skills.

Knowledge:

• Familiarity with senior living environments, including resident needs and preferences.
• Basic knowledge of administrative and scheduling systems (e.g., MS Office, CRM platforms).

Personal Attributes:

• Friendly, approachable, and professional demeanor.
• High level of patience, compassion, and empathy for working with seniors.
• Attention to detail and ability to maintain discretion with sensitive information.

Working Conditions:

• Must be able to work flexible hours, including evenings, weekends, and holidays, as needed to meet the needs of residents.
• May require standing or sitting for extended periods, as well as occasional lifting of light packages or equipment.

This position is key to enhancing the quality of life for residents in an assisted living community, ensuring their needs are met promptly and efficiently while maintaining a high standard of service throughout.