Front Desk Manager

Quail Park•Visalia, CA

1d•$22•Onsite

About The Position

Quail Park on Cypress a comfortably appointed Assisted Living Community with craftsman-style architecture offering residents opportunities for engagement and growth. Join the team! Position Objective To maintain the Concierge/Reception desk area with an attitude of exceptional customer service, and to create a positive first impression of the community, ensuring residents, families, guest, and telephone callers are addressed promptly and treated in a courteous, friendly, and professional manner. The concierge team represent the first impression both in person and over the telephone. The timely anticipation and execution of resident/guest/customer needs and requests is paramount. The Concierge Manager is instrumental in creating an environment and executing service that is second to none by seeking opportunities to create memories by anticipating needs, exceeding expectations, and building relationships. One who leads by example and consistently conveying a positive can-do attitude and pride in all work. Concierge / Reception and the Customer Experience Provides every resident, guest, and employee with a superior customer experience. Responsible for problem solving matters related to some resident service offerings. Responsible for all communication coming in or out of the front desk. Approaches all incoming and outgoing residents, guests, and fellow employees in a gracious, attentive, and service-oriented manner. Acts as a guide when guests ask for directions within the community and the surrounding areas, providing all requesting guests with typed instructions & contact information. Communicates resident and guest comments and concerns to management promptly. Reviews all appropriate communications, calendars, menus, etc. to in order to answer questions intelligently and to help direct residents, guests, and employees. External - provides information and makes reservations for external activities, outside facilities and services, outside events and attractions, and non- company provided transportation. Maintains a consistent, sufficient, and updated database with extensive information about city highlights; also maintains sufficient level of up-to-date brochures, maps, and hand-outs. Provides area maps, brochures, alternate transportation, and other literature. Receives and processes lost and found items. Receives, records, and ensures delivery or safe keeping of all incoming packages and mail. Manages booking and all coordination for all guest room stays. Obtaining miscellaneous information upon request by resident and guests. Responsible for welcome back and get-well cards for residents. Administrative and Resident Security Responsible for Resident Daily Check-in Procedure and compliance by all Concierge team members. Ensures effective customer service on the telephone and in person. Sorts and distributes incoming mail, sends, and distributes outgoing mail, newspapers, and faxes. Ensure the front desk and front office area(s) are clean and organized, at all times. Maintains the resident database & keeps all resident records up to date, at all times. Monitors and ensures cleanliness and general presentation of the entry, lobby(s), gift shop, and all front office areas, etc. Responsible for all office supply ordering and maintaining an organized office space. Responsible for pool procedure compliance for resident safety (if applicable). Responsible to ensure all cash and keys in front area are secured, at all times. Responsible for maintaining Resident files (non-care), pet health and immunization records. Marketing Creates a positive first impression of the community by maintaining a neat and tidy reception area and presenting oneself in a professional manner in terms of conduct and appearance, at all times. Responds to inquiry calls from prospective residents in a timely and professional manner. Conducts community marketing tours as needed. Uses marketing software to assist with data entry. Supervisory Hires, trains, monitors, and evaluates the performance of the community concierge team. Assigns concierge team members other duties as necessary to ensure effective operation of the community. Accounting Assists Business Office team with monthly resident billing and accounts receivable collections as needed. Other Attends all required team member meetings and in-service training sessions. Upholds Residents’ Rights as defined by state regulations and by Company policy, at all times. Supports and upholds all other Company policies, and the service philosophy. Reliable and Predictable Attendance. Other duties as assigned.

Requirements

AA degree in Business or Accounting, Bachelors preferred.
Minimum of 2 years’ experience in a receptionist or customer service role.
Advanced computer skill proficiency including Word, Excel, and Outlook
Must be able to read, comprehend, write, and speak English to communicate effectively with residents, families, visitors, other team members and vendors.
Ability to represent the community in a positive and professional manner.
Possess strong interpersonal and communication skills, both written and verbal
Must have a high motivation, attention to detail, accuracy, and strong organizational skills.
Possess excellent time management skills with ability to work independently as well as collectively on assigned tasks and ability to handle multiple responsibilities effectively.
Ability to maintain confidential information, including but not limited to community financial information, personnel documents, resident health and financial information and company trade secrets.
Must have compassion, a strong commitment to customer service and desire to exceed customer expectations and enjoy working with seniors.
Must meet all health-related requirements pertaining to state regulatory agencies.
Must maintain current CPR/First Aid credentials.
Must maintain current Food Handlers credentials.
Must maintain annual Continuing Education Credits.
Must be able to perform duties and responsibilities (Essential Job Functions) with or without reasonable accommodation.
Subject to pre-employment screening including criminal background check, drug screen, and TB testing.

Nice To Haves

Previous experience in a senior living environment preferred.
Previous supervisory experience, preferred.

Responsibilities

Provides every resident, guest, and employee with a superior customer experience.
Responsible for problem solving matters related to some resident service offerings.
Responsible for all communication coming in or out of the front desk.
Approaches all incoming and outgoing residents, guests, and fellow employees in a gracious, attentive, and service-oriented manner.
Acts as a guide when guests ask for directions within the community and the surrounding areas, providing all requesting guests with typed instructions & contact information.
Communicates resident and guest comments and concerns to management promptly.
Reviews all appropriate communications, calendars, menus, etc. to in order to answer questions intelligently and to help direct residents, guests, and employees.
External - provides information and makes reservations for external activities, outside facilities and services, outside events and attractions, and non- company provided transportation.
Maintains a consistent, sufficient, and updated database with extensive information about city highlights; also maintains sufficient level of up-to-date brochures, maps, and hand-outs.
Provides area maps, brochures, alternate transportation, and other literature.
Receives and processes lost and found items.
Receives, records, and ensures delivery or safe keeping of all incoming packages and mail.
Manages booking and all coordination for all guest room stays.
Obtaining miscellaneous information upon request by resident and guests.
Responsible for welcome back and get-well cards for residents.
Responsible for Resident Daily Check-in Procedure and compliance by all Concierge team members.
Ensures effective customer service on the telephone and in person.
Sorts and distributes incoming mail, sends, and distributes outgoing mail, newspapers, and faxes.
Ensure the front desk and front office area(s) are clean and organized, at all times.
Maintains the resident database & keeps all resident records up to date, at all times.
Monitors and ensures cleanliness and general presentation of the entry, lobby(s), gift shop, and all front office areas, etc.
Responsible for all office supply ordering and maintaining an organized office space.
Responsible for pool procedure compliance for resident safety (if applicable).
Responsible to ensure all cash and keys in front area are secured, at all times.
Responsible for maintaining Resident files (non-care), pet health and immunization records.
Creates a positive first impression of the community by maintaining a neat and tidy reception area and presenting oneself in a professional manner in terms of conduct and appearance, at all times.
Responds to inquiry calls from prospective residents in a timely and professional manner.
Conducts community marketing tours as needed.
Uses marketing software to assist with data entry.
Hires, trains, monitors, and evaluates the performance of the community concierge team.
Assigns concierge team members other duties as necessary to ensure effective operation of the community.
Assists Business Office team with monthly resident billing and accounts receivable collections as needed.
Attends all required team member meetings and in-service training sessions.
Upholds Residents’ Rights as defined by state regulations and by Company policy, at all times.
Supports and upholds all other Company policies, and the service philosophy.
Reliable and Predictable Attendance.
Other duties as assigned.