Concierge Team Lead
2 days ago
The Concierge Supervisor is responsible for overseeing the concierge team, ensuring that all front desk and guest services are delivered with a high level of professionalism and courtesy. This role plays a critical part in providing exceptional customer service to residents, their families, and visitors, contributing to a welcoming and comfortable environment.
Key Responsibilities:- Supervision & Leadership:
- Supervise and manage the daily operations of the concierge/front desk team.
- Create staff schedules, ensuring adequate 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.
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