Concierge / Front Desk / Ambassador / Guest Service – Harbor Retirement Associates

Title of the Job: Concierge / Front Desk / Ambassador / Guest Service

Location: Orlando, FL

Job Description: Description :Essential Functions:

• Answers incoming calls, both internally and externally, in a warm, pleasant and professional manner
• Ensures that all messages are relayed promptly to the intended person
• Maintains current visitor log
• Greets all visitors, residents, family members and associates in a warm and inviting manner on the phone and by standing and

walking around the desk for anyone entering the community

• Ensures that the reception areas are clean, hospitable, and inviting.
• Ensures the compliance of all concierge team standards and first impression captain standards for the community entrance from the

driveway entrance (s) through the lobby

• Responsible for creation and maintenance of resident face sheets utilizing the Yardi system
• Inputs resident information for faces and uploads resident photograph
• Updates information as it changes and ensures updated face sheet is distributed to all appropriate locations
• Current resident face sheets should be kept in the following locations: Van Book, Resident Medical Record, Business Office File and the Emergency Book 2
• Inputs data related to resident assessments into the Yardi system as directed by the Executive Director and Director of Resident Care
• Inputs all work orders received into the Direct Supply TELS system
• Ensures all issues or concerns related to an inviting environment and hospitable atmosphere are shared with the First Impressions

Captain, Director of Maintenance and Executive Director. This includes, but is not limited to:
o Driveway entrance (s)
o Roadway to community entrance
o Front Porch/Entry
o Lobby
o Hospitality Room
o Reception Area

• Ensures proper “Show Ready” appearance of all areas listed above.
• Possess and maintain knowledge of the community, its benefits, service provided, the residents and associates
• Be able to assist the Dir. of Community Relations and/or Dir. of Sales with inquiries when necessary
• Assists Business Office Manager with administrative support as needed including, but not limited to:

o Executive Director Credit Card Summary
o Petty Cash Maintenance and Reconciliation
o Deposits into Yardi
o Checkbook Maintenance
o Purchase journal at end of month
o Key in Accounts Payable

• Offers refreshments to visitors and make them feel welcome and comfortable
• When interacting with residents and/or family members, is mindful of the Residents’ Rights to Privacy
• Coordinates appointments for residents requesting transportation, hairdressing, or other services – keeping accurate records pertaining to resident charges for such services
• Collects the residents’ mail and prepares it for distribution.
• Performs community mail duties such as receiving and sending packages* Assists with preparing community brochure packets when

necessary and keeps an ample supply at the reception area

• Keeps interaction with co-workers to a minimum maintaining professionalism in lobby area
• Assist the community Executive Director and/or other departments with additional administrative duties as assigned by supervisor.

• When using a company computer follows company guidelines on proper computer usage
• Dresses professionally and is in uniform.
• Maintains professional decorum at all times.
• The ability to work in a safe and alert manner
• The ability to take ownership for associate’s safety and the safety of the residents
• Must disclose any medication that might impair associate’s ability to perform the job safely or competently.

Non-Essential Functions:

• Leads by example exhibiting the CORE Values through servant leadership
• Encourages teamwork and promotes company philosophy
• Attends required community meetings and participates Life Enrichment activities when able
• Completes all required courses in adherence with HRA University
• Becomes familiar and understands how to report a missing person using the Safe Return program or equivalent
• Becomes familiar and understands the steps for fire evacuation

Qualifications/Skills/Educational Requirements:

• Must have a high school education
• Must be able to communicate effectively
• Must possess excellent customer service skills
• Must possess an understanding and ability to demonstrate hospitality to all community visitors
• Must have patience, tact, cheerful disposition and enthusiasm at all times
• Must possess basic computer usages and data entry skills
• Knowledge of Microsoft Office applications preferred
• Able to communicate effectively with all levels of management, associates, residents, family members, and outside contacts
• Must possess a passion to work with and around senior citizens

Behaviors : Leader: Inspires teammates to follow them
Innovative: Consistently introduces new ideas and demonstrates original thinking
Functional Expert: Considered a thought leader on a subject
Dedicated: Devoted to a task or purpose with loyalty or integrity
Loyal: Shows firm and constant support to a cause
Team Player: Works well as a member of a group
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Enthusiastic: Shows intense and eager enjoyment and interestMotivation : Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
Entrepreneurial Spirit: Inspired to perform well by an ability to drive new ventures within the business
Self-Starter: Inspired to perform without outside helpExperience : 2 years: Hotel Front Desk experience at major hotel brand preferred
2 years: High volume Front desk and luxurious guest service experience required

Company Name: Harbor Retirement Associates

Salary:

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