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Guest Services Coordinator

2 months ago

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

Position Summary

The role of the Concierge acts as a key representative for the community, fulfilling responsibilities related to reception, customer service, and hospitality, among other tasks as outlined in this document to support the community's operations.

Company Background

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 one another, residents, and their families in a significant and personal manner. At True Connection Communities, you will discover opportunities to make a difference in lives, whether through direct interactions with residents or by supporting those who do. For further details about True Connection Communities, please visit our website.

Employee Benefits (Eligibility Dependent)

  • Comprehensive Medical/Dental/Vision Insurance, Health Savings Account (HSA) & Flexible Spending Account (FSA)
  • Paid Parental Leave, Short-term & Long-term Disability Coverage
  • Generous Paid Time Off (PTO)
  • Paid Holidays
  • 401k Plan with Matching Contributions
  • Tuition Reimbursement Opportunities
  • Professional Development Courses & Complimentary Online Training
  • Paid Training Sessions
  • Incentive Programs
  • Employee Assistance Program (EAP)
  • Referral Bonuses for Employees and Residents

Key Responsibilities

  • Creates a welcoming first impression for all who enter the community.
  • Handles and screens incoming phone calls courteously and professionally, directing calls and taking messages as per established protocols.
  • Welcomes all visitors with warmth, courtesy, and professionalism.
  • Adheres to hospitality standards and procedures in line with company policies.
  • Ensures the lobby area is inviting, with pleasant scents and background music during shifts.
  • Manages visitor sign-in procedures at the hospitality desk.
  • Informs residents of their visitors.
  • Guides visitors according to resident instructions.
  • Processes incoming mail and packages efficiently.
  • Handles outgoing mail and packages.
  • Performs clerical duties such as typing, copying, ordering, and maintaining office supply inventory.
  • Maintains and updates the Emergency Phone Number Log at the hospitality desk.
  • Updates emergency contact information for residents and keeps it organized at the front desk.
  • Assists management with various administrative tasks.
  • Collects RSVPs for special events as needed.
  • Oversees the sign-up process for scheduled transportation.
  • Possesses knowledge of community services and pricing, providing tours and information to families and prospective residents.
  • Keeps the hospitality desk and lobby area tidy and organized.
  • Distributes maintenance request forms and forwards them to the appropriate managers.
  • Observes and reports any changes in residents' physical or mental health to the supervisor and Executive Director.
  • Collaborates with supervisors to foster a positive, hospitality-focused environment for all staff and residents.
  • Delivers exceptional customer service to residents and visitors, ensuring a pleasant greeting and maintaining professionalism in challenging situations.
  • Encourages a sales-oriented culture by engaging in and contributing to the community's sales and marketing initiatives.
  • Participates actively in company-hosted webinars, meetings, and training sessions as scheduled.
  • Performs additional related duties as assigned.

Qualifications

  • Experience in the hospitality industry is a plus.
  • A high school diploma or GED is required.
  • Prior experience in public-facing roles is preferred.
  • Strong interpersonal skills and the ability to connect with diverse individuals.
  • Excellent organizational, verbal, and written communication skills.
  • Comfortable using a multi-line phone system, including answering, taking messages, and transferring calls.
  • Proficient in word processing and clerical tasks, with familiarity in Microsoft Office applications.
  • Self-driven, demonstrating significant initiative and judgment to work independently.
  • Ability to communicate effectively with all levels of management, colleagues, and the public.
  • Willingness to work flexible hours and participate in holiday events.

Work Environment

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

True Connection Communities is an Equal Employment Opportunity Employer M/F/D/V. We are committed to providing equal employment opportunities to all qualified individuals, regardless of 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) to provide reasonable accommodations for individuals with disabilities.

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