Concierge

Three Pillars•Dousman, WI

8d•Onsite

About The Position

The Concierge serves as the face and voice of Three Pillars at Village on the Square Independent Living, providing a high-quality customer experience to residents, families, guests, and vendors. The role coordinates helpful services and provides information and resources while modeling superior customer service and the organization’s values. It also provides limited clerical support to residents and staff. The Concierge monitors the entrance, lobby, and telephone, responds to resident and visitor inquiries, helps new residents and families acclimate, handles deliveries and mail, schedules guest lodging and room reservations, and supports resident programs and events. The role coordinates with other departments on resident needs, activity communications, transportation scheduling, and updates to clinical staff. Administrative duties include maintaining directories, lists, files, and other resources; submitting work orders; supporting departments with clerical tasks; preparing resident status reports; and forwarding rent payments to the business office. When other building staff are unavailable, the Concierge may serve as Facility Incident Commander and carry out duties during emergencies. The role also maintains the concierge desk and media room, participates in meetings and training, and seeks opportunities for quality improvement. The position requires a high school diploma or GED, fluency in English, proficiency with Microsoft Office, good problem-solving and organizational skills, and the ability to work independently and interact with people in varied situations, including upset individuals. Candidates should be able to sit, stand, bend, push, and walk throughout the building; occasionally lift up to 30 pounds. Two to three years of office-setting or hospitality-industry experience is preferred. Salary is $16.50–$20.00 per hour.

Requirements

High school diploma or GED.
Read, write, and speak English fluently.
Proficiency with Microsoft Office.
Good problem-solving and organizational skills.
Ability to work independently.
Ability to handle interactions with people in varied situations, including upset people.
Ability to sit, stand, bend, and push frequently.
Ability to lift objects weighing up to 30 pounds occasionally.
Ability to walk throughout the building as needed on a daily basis.

Nice To Haves

Two to three years of experience in an office setting or hospitality industry.

Responsibilities

Monitor entrance and lobby areas and telephone calls; greet residents, families, visitors, guests, and vendors and respond to their needs.
Provide information about the building, organization, and local services, businesses, and vendors.
Help new residents and families acclimate by providing ongoing information and guidance.
Oversee acceptance of packages, floral deliveries, medications, newspapers, and mail for residents and staff; assist with delivery to apartments when requested.
Forward important mail to families of residents who have died or moved off campus.
Sell postage stamps, track transactions, and handle cash and change.
Provide photocopying and clerical support for resident-run programs.
Schedule guest lodging and meeting or party room reservations and facilitate event planning.
Deliver memos, birthday cards, misdirected mail, and other handouts throughout the building.
Maintain digital displays or paper notices communicating Lifestyle activities.
Periodically assist with resident shuttle scheduling or identify alternatives when the shuttle is unavailable.
Communicate resident condition changes to clinical staff by email or verbally and use We Care forms when necessary.
Answer incoming calls, take messages, and forward calls as appropriate.
Respond to entrance-access-system inquiries, screen visitors, grant access when appropriate, direct visitors, and provide information.
Monitor the entrance digital display and alert a supervisor when it needs attention or suggest edits and additions.
Assist the sales team with walk-in or telephone facility inquiries and refer prospects to appropriate staff for tour appointments.
Update resident and entrance directories and phone lists, emergency phone lists, birthday lists, the concierge binder, files, and other resources.
Submit resident work orders and provide limited clerical support to departments, including ordering supplies and supporting special projects when possible.
Complete and email resident status reports to appropriate staff.
Retrieve resident rent payments from the rent slot and forward them to the business office.
Assume the Facility Incident Commander role when other building staff are unavailable and perform duties during emergencies, including severe weather, fire, maintenance, resident, and active-assailant or shooter emergencies.
Maintain the organization and housekeeping of the concierge desk and media room.
Participate in meetings as needed and consult with other departments to coordinate services.
Maintain a positive image of Three Pillars in the community.
Keep current with job standards through in-service training, continuing education, and personal and professional development.
Continually seek opportunities for quality improvement and perform other duties assigned by the supervisor.