Guest Services Coordinator

2 weeks ago

Village of Williamsburg, United States True Connection Communities-Verena at the Reserve Full time
Job Overview

Position Summary

The role of the Concierge is to act as a welcoming representative for the community, fulfilling various responsibilities in customer service, hospitality, and administrative support as outlined in this document.

Company Profile

True Connection Communities (TCC) is a dynamic and expanding Senior Housing organization dedicated to the Active Adult and Independent Living sectors. At TCC, each day presents an opportunity for our team members to forge meaningful connections with residents, their families, and each other in a profound manner. We provide a platform for making a significant impact on lives, whether through direct interaction with residents or by supporting those who do. For further details about True Connection Communities, please visit our website.

Benefits of Employment (Eligibility Required)

  • Comprehensive Medical/Dental/Vision Insurance, along with Health Savings Account (HSA) & Flexible Spending Account (FSA)
  • Paid Parental Leave, Short-term & Long-term Disability options
  • Generous Paid Time Off (PTO)
  • Paid Holidays
  • 401k plan with matching contributions
  • Tuition reimbursement programs
  • Opportunities for staff development and free online training
  • Paid training sessions
  • Incentive programs
  • Employee Assistance Program (EAP)
  • Referral bonuses for employees and residents

Key Responsibilities

  • Creates a positive first impression for all individuals entering the community.
  • Handles all incoming phone calls with professionalism, directing calls and taking messages as per established protocols.
  • Welcomes visitors with a friendly and courteous demeanor.
  • Adheres to hospitality standards and procedures as set by the company.
  • Ensures the lobby area is inviting, with pleasant scents and background music during shifts.
  • Manages visitor sign-in at the hospitality desk.
  • Informs residents of their visitors.
  • Guides visitors according to resident instructions.
  • Processes incoming mail and manages outgoing mail/packages.
  • Performs clerical tasks such as typing, copying, and maintaining office supply inventory.
  • Updates and maintains the Emergency Phone Number Log at the hospitality desk.
  • Keeps resident emergency contact information current at the front desk.
  • Assists management with various administrative tasks.
  • Collects RSVPs for special events as needed.
  • Oversees transportation sign-ups.
  • Possesses knowledge of community services and rates, providing tours and information to families and prospective residents.
  • Keeps the hospitality desk and lobby organized and tidy.
  • Distributes maintenance request forms and forwards them to the appropriate managers.
  • Observes resident interactions and promptly reports any changes in their physical or mental health to supervisors.
  • Collaborates with supervisors to foster a positive, hospitality-focused environment for all staff and residents.
  • Delivers exceptional customer service to residents and visitors, maintaining professionalism even in challenging situations.
  • Encourages a sales-oriented culture by participating in community marketing efforts.
  • Engages in company-hosted webinars, meetings, and training sessions.
  • Performs additional related duties as assigned.

Qualifications

  • Experience in hospitality or hotel settings is advantageous.
  • A high school diploma or GED is required.
  • Prior experience in public-facing roles is essential.
  • Exceptional interpersonal skills and the ability to connect with diverse individuals.
  • Strong organizational, verbal, and written communication abilities.
  • Familiarity with multi-line phone systems, including answering and transferring calls.
  • Proficient in word processing and clerical tasks, with knowledge of Microsoft Office applications.
  • Self-driven with the ability to work independently and exercise sound judgment.
  • Effective communication skills with all levels of management, colleagues, and the public.
  • Willingness to work flexible hours and participate in holiday events.

Work Environment

This position operates within a professional office setting, utilizing standard office equipment such as computers, phones, printers, scanners, photocopiers, and filing systems. The Concierge role is situated within a Senior Living Community, where there may be potential exposure to communicable diseases, latex, blood-borne pathogens, various chemicals, and pets.

True Connection Communities is an Equal Employment Opportunity Employer M/F/D/V, committed to providing equal employment opportunities to all qualified individuals, without regard to race, color, religion, creed, ancestry, national origin, age, gender, gender identity or expression, marital status, disability, or other protected status as established by Federal or State laws.

True Connection Communities adheres to the Americans with Disabilities Act (ADA), ensuring reasonable accommodations for individuals with disabilities.

True Connection Communities maintains a Drug-Free/Smoke-Free Workplace.

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