Concierge (Personal Services)

PRINCIPLE DUTIES AND RESPONSIBILITIES
Customer Experience
• Oversees the community entry area for visitors, guest and residents, extends a warm welcome
and greeting, offers and provides beverages to visitors and guest
• Contacts the Community Engagement Director and Executive Director or Department
Director to meet with prospective residents, families or visitors and ensures wait times are
minimal
• Greets potential candidates interested in learning more about Phoenix careers and job
openings at the community. Director candidates to apply online or captures the candidate's
information onsite to launch the recruitment process
• Answers incoming calls and resident calls within two - three (2 - 3) rings with the appropriate
community greeting message and identification
• Tales complete messages with pertinent information (name, number, message, time, date) as
appropriate and communicates messages to the intended recipient
• Offers and provides a community overview to the caller, determines who to forward the caller
to and notifies the caller who they are being transferred to and announce the caller to the
community associate
• Manages appointments for residents and family members such as but not limited to hair
dresser, transportation, other
• Sends get well cards to residents in the community (obtain community leaders signatures
before delivering card)
• Sends sympathy cards to families and/ or responsible parties as needed (obtain community
leaders signatures before delivering card)
Sales
• Orders flowers and name plates for new residents
• Orders guest meal for resident and family for day of move-in
• Creates and maintains marketing and move-in packet inventory as needed
• Supports the Community Engagement Director by taking and handling initial inquiry calls with
potential families and residents that encourage and build interest in Phoenix Senior Living
• Assist the Community Engagement Director with customer relationship management lead
tracking database entry, if applicable
• Ensures that the contact information for all inquiry calls and visits are clearly documented and
presented to the Community Engagement Director, Associate Director, and the Executive
Director
Structure
• Maintains and keeps desk and entry area neat and organized
• Checks Bistro regularly
o For cleanliness, ensures fresh coffee, fresh fruit and snacks are available; ensures
fresh popcorn is available; maintains & cleans the popcorn machine daily and
restocks as necessary
• Keeps music playing throughout the day
Training
• Completes All Phoenix Academy, job specific training in the timeframe designated
• Completes all training required by the state or other regulating authorities including ongoing
training per regulation
Administrative
• Reviews, reads, notates and initializes Daily Log to document and learn about pertinent
information
• Updates:
• Resident Phone List and Roster daily
• Move-in and Move-Out Register daily
• Guest and Sign-In Logs as necessary
• Prepares meal tickets for team members and family members, tallies meal count sheets for
Food and Beverage Director
• Collects meal ticket money, accounts for and processes money in accordance to internal
business control procedures
• Organizes, distributes mail to residents, Executive Director and Department Directors
• Collect resident and community's newspapers and distributes
• Post displays the Daily Menu on Menu Board
• Assists the Associate Director / HR Designee with the recruitment process by performing
computer data entry tasks and other general administrative duties as assigned
• Maintains appropriate communication with the Associate Director
Compliance/Safety
• As applicable, all Phoenix associates who drive a Phoenix vehicle must review and sign the
Driver description and understands the key essential duties for safety and regulatory
compliance and successfully complete the driver training
• Partners with department directors to ensure community follows OSHA requirements and
promotion of Risk Management programs and policies
• For emergency procedures, maintains the Resident Roster, Associates Roster and Current
work schedules
• Practices safety procedures at all times including Personal Protective Equipment (PPE), fire
extinguishers, SDS (safety Data Sheets) and Lockout Tagout procedures
EDUCATION/EXPERIENCE/LICENSURE- CERTIFICATION
• Education: High School Diploma/ GED required
• Proven customer service experience and skills
• Knowledge and experience in the Senior Living Industry preferred
SKILLS AND ABILITIES
• Understanding of infection control procedures
• Demonstrate the ability to Multi task and Manage Stress
• Proficient in using MS Office and Phoenix applications with the ability to learn new
applications
• Understands and embraces the assisted living philosophy
• Possess excellent phone communication skills, written and verbal skills for effective
communication.
• Is proficient in time management skills and adherence to deadlines
• Ability to work weekends, evenings and flexible hours, available for our customers at peak
service delivery days and times
• As applicable, maintain appropriate driver's license such as CDL (commercial driver's
license), Chauffer license with acceptable driving record in accordance with Federal
Department of Transportation
• Has exceptional grammar and documentation skills
PHYSICAL REQUIREMENTS
In an 8 hour workday, associate may stand / walk:
Hours at one time: 2 - 4
Total hours/ day: 4 - 6
In an 8 hour workday, associate may sit:
Hours at one time: 0 - 2
Total hours/ day: 4 - 6
In an 8 hour workday, associate may drive:
60 - 90 minutes, 1 - 2 times a week
Associate will support / assist: (Maximum lbs)
Frequency: 50 lbs
Occasionally: 150 lbs
Associate will lift / carry (Maximum lbs)
Frequency: 40 lbs
Occasionally: 70 lbs
Height of lift: 3 - 4 feet
Distance of carry: 30 yards
Associate will use hands for repetitive:
Simple grasping, pushing, and pulling, fine manipulation
Associate should be able to:
Bend: Occasionally
Squat: Occasionally
Kneel: Occasionally
Climb: Frequently
Reach: Occasionally, 3 feet