Concierge Team Lead

2 days ago

Montvale, New Jersey, United States Thrive Senior Living Full time
Job Summary:

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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