Senior Living Front Desk Ambassador

4 weeks ago

Atlanta, United States Orchard at Brookhaven Full time
Job Summary

We are seeking a highly skilled and experienced Concierge to join our team at Orchard at Brookhaven. As a Concierge, you will be the first point of contact for our residents, families, and visitors, providing exceptional customer service and creating a warm and welcoming atmosphere.

Key Responsibilities
  • Serve as the first point of contact for residents, families, and visitors, providing exceptional customer service and creating a warm and welcoming atmosphere.
  • Lead and train the front desk First Impressions team, modeling the company's FAMILY values and best practices.
  • Coordinate with the leadership team members on behalf of visitor and family requests.
  • Responsible for the first impressions and hospitality staff onboarding training.
  • Manage the front desk schedule, ensuring the position is covered during scheduled hours.
  • Respond to inquiries and answer phone calls in a professional manner.
  • Maintain security by following procedures and controlling access.
  • Keep office areas neat and stocked, ensuring doors are free of finger/hand prints.
  • Serve as a liaison between all departments.
  • Assist in employee onboarding as necessary.
  • Complete administrative tasks accurately and in a timely manner.
  • Demonstrate proficiency in Microsoft Office and database input.
  • Receive and sort daily mail/deliveries.
  • Update appointment calendars and schedule meetings/appointments.
  • Perform clerical duties such as filing, photocopying, collating, and faxing.
  • Provide a warm, welcoming, and friendly atmosphere for residents, family, visitors, and staff.
  • Create and implement monthly front desk customer service training.
  • Coordinate with Sales Care Counselor to review phone inquiry and walk-in tour training.
  • Maintain record of attendees, topics, and date of each training.
  • Participate in separate inquiry handling training provided by Sales Care Counselor.
  • Lead creation and implementation of Guest Meal process and accounting.
  • Coordinate with the Business Director.
  • Lead New Resident Orientation process, ensuring every leadership team member meets new resident on the day after move-in.
  • Produce, distribute, receive, and interpret Resident and Staff Satisfaction surveys.
  • Share results with Executive Director and leadership team.
Requirements
  • Must be 21 years of age or older.
  • High school diploma or GED required.
  • Proven customer service experience and skills.
  • Must successfully clear a background check, TB skin test or x-ray, and health screening.
  • Current CPR certification.
  • Must have a valid driver's license.
  • Current certificate of training for successful completion of the five (5) hour initial fire safety training provided by the Rules and Regulations of the Georgia Safety Fire Commissioner.
Competencies
  • Works with integrity; upholds organizational values.
  • Ability to handle multiple priorities.
  • Possess written and verbal skills for effective communication.
  • Competent in organizational & time management skills.
  • Demonstrates good judgment, problem-solving, and decision-making skills.
  • Ability to make responsible choices, decisions, and act in a resident's best interest.
  • Ability to work independently without direct supervision by following Orchard Senior Living's procedures and guidelines.
  • Proficiency in computer skills, Microsoft Office & the ability to learn new applications.
  • Makes individual contributions to the success of the business and be a key member of an experienced team.
Orchard Expectations
  • Adheres to all Orchard policies and procedures.
  • Maintains absolute confidentiality of all information pertaining to residents, families, and staff and adhere to all HIPAA rules.
  • Displays a positive and professional image and attitude in all relationships with residents, families, peers, and in the community.
  • Maintains positive communication and team collaboration.
  • Serves as an ambassador for Orchard at all times.
  • Demonstrates ongoing responsibility for self-education.
  • Maintains resident and personal safety regarding occupational health and safety.
  • Attends regularly scheduled department meetings.
  • Responsible for maintaining all continuing education and training requirements for position.
  • Attends and participates in onsite training and continuing education as required.
  • Participates in safety program, as requested.
  • Cooperates to investigate employee injuries.
  • Promotes and supports safety awareness and implement safety operations.
  • Responsible for maintaining all continuing education and training requirements for position.
  • Attends and participates in onsite training and continuing education as required.
  • Encourages staff to make suggestions on safety practices.
  • Participates in regularly scheduled meetings with Executive Director, department directors, and associates.
  • Participates in orientation of new employees.
  • Participates in volunteer orientations, training, and education as requested.
  • Remains updated and communicates state regulation changes to all associates.
  • Ensures compliance with all state and federal regulations (i.e. OSHA).
  • Participates in the risk management programs.
  • Demonstrates the ability to be innovative and creative and have patience, high energy, and resourcefulness in problem-solving.
  • Assists as requested by the Executive Director or supervisor in a dining room during resident meal times to ensure residents have a positive experience.
  • Must always be accessible either by phone or email. Voice messages and emails are responded to within 24 hours.
  • Ability to work evenings, weekends, and flexible hours when necessary to meet the needs of our residents.
  • Follows Professional Dress Code policies as outlined in the employee handbook for community and department-specific standards.
  • Adheres to Orchard's No Cell Phone policy as outlined in the employee handbook at all times.
  • Perform other related duties as assigned.

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