Concierge Supervisor

Job Summary

The Concierge Supervisor is a key member of the Thrive Senior Living team, responsible for delivering exceptional customer service to residents, their families, and visitors. This role plays a vital part in creating a welcoming and comfortable environment, ensuring that all front desk and guest services are performed in a courteous and professional manner.

Key ResponsibilitiesSupervision & Leadership

• Supervise and manage the daily operations of the concierge/front desk team, ensuring seamless communication and collaboration.
• Create staff schedules, ensuring adequate coverage for the front desk at all times, and train, mentor, and evaluate concierge staff to ensure consistent high-quality service.
• Address and resolve staff performance issues, providing coaching and feedback as needed, and maintain a positive and productive work environment.

Resident Services

• Greet residents, visitors, and guests, providing assistance with their inquiries, requests, and appointments, and coordinate transportation requests for residents, including scheduling shuttles, taxis, or private cars.
• Facilitate dining reservations, housekeeping requests, and personal service arrangements for residents, and assist with managing packages, mail, and deliveries for residents.

Communication

• Act as a liaison between residents, families, and other departments within the community, ensuring clear and effective communication, and 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, such as bulletin boards, newsletters, or email.

Event & Activity Coordination

• Collaborate with the Activities Director to assist in planning and promoting community events, outings, and activities, and 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, and 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, and ensure compliance with customer service standards.

Quality Assurance

• Monitor and ensure compliance with customer service standards, and 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, and maintain a secure and welcoming environment.

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