Concierge

Lockwood Management•Ann Arbor, MI

About The Position

The Concierge handles customer service and administrative duties at the community’s front desk. The role welcomes visitors, answers phones, and often serves as the first point of contact for customers. The Concierge follows policies and procedures established by the Executive Director and Lockwood Management and contributes to a customer-centered service culture through proactive hospitality toward prospects, residents, families, guests, and community associates.

Requirements

High school diploma or equivalent.
Valid driver’s license or state ID.
Ability to lift up to 25 pounds without assistance.
At least one year of experience working as a receptionist or concierge in a senior living community.
Excellent communication skills.
Experience with Microsoft Word, Outlook, and Excel.
Ability to communicate effectively with residents, employees, and vendors.

Responsibilities

Answer telephone calls professionally, determine their nature, and direct callers to the appropriate person or department.
Demonstrate proactive hospitality and help create a customer-centered service culture.
Greet, monitor, and screen visitors, ensuring they are warmly welcomed.
Keep the front entrance, lobby, and reception areas clean, organized, and professional in appearance.
Facilitate community tours for prospects as required.
Perform clerical and administrative duties as directed by the Executive Director.
Welcome new residents and assist with move-in orientation.
Sort and distribute incoming mail and assist with outgoing mail.
Receive residents’ special requests and communicate them to the appropriate department.
Ensure coffee and refreshments are fresh, available, and offered to guests.
Receive resident payments and issue receipts according to community policies and procedures.
Post charges to resident ledgers as required.
Maintain the community’s lost and found.
Follow safety standards and assist with resident evacuation during emergencies.
Sell resident and associate meal tickets and receive payments according to community policies and procedures.
Assist with activities and special events when requested.
Maintain a positive, professional image consistent with Lockwood principles and core values; use tact and friendliness when interacting with residents, families, and guests.
Replenish administrative supplies in work areas and order supplies as necessary.
Report equipment malfunctions or breakdowns to a supervisor and request repairs as necessary.
Encourage teamwork through open communication with coworkers and other departments, and maintain clear lines of communication.
Perform other duties as assigned.