Reception & Resident Concierge

The Sharon at SouthPark•Charlotte, NC

6d•Onsite

About The Position

The Reception & Resident Concierge serves as the first and lasting impression of The Sharon at SouthPark, creating a welcoming, professional, and hospitality-focused experience for residents, families, guests, prospective residents, vendors, and team members. This role combines the essential functions of front desk operations with personalized concierge services designed to enhance resident satisfaction, engagement, and well-being. The Reception & Resident Concierge acts as a community ambassador, resource navigator, and service coordinator, maintaining extensive knowledge of community amenities, programs, services, staff, and resident resources. This position supports resident independence, fosters meaningful connections, and ensures residents, families, and visitors receive exceptional customer service while contributing to a safe, secure, and vibrant living environment.

Requirements

High school diploma or equivalent required.
Exceptional customer service and hospitality skills.
Strong verbal and written communication abilities.
Ability to remain calm, professional, and resourceful during emergencies and high-volume activity periods.
Excellent organizational, multitasking, and problem-solving skills.
Ability to maintain confidentiality and professionalism.
Proficiency with Microsoft Office, email systems, scheduling software, and resident management platforms.
Ability to develop positive working relationships with residents, families, visitors, vendors, and team members.
Commitment to resident-centered service and hospitality excellence.

Nice To Haves

Associate degree in hospitality, communications, business, recreation, resident services, or a related field preferred.
Minimum of one to three years of experience in hospitality, concierge services, customer service, senior living, healthcare, hotel, resort, or related service environment preferred.
Experience working with older adults strongly preferred.

Responsibilities

Serve as the hospitality ambassador for The Sharon by providing a warm, welcoming, and professional experience for all residents, families, visitors, prospective residents, vendors, and guests.
Build positive relationships with residents and develop familiarity with resident preferences, interests, and service needs.
Provide personalized concierge assistance including coordination of transportation, dining reservations, appointments, delivery services, personal services, and community resources.
Assist residents with scheduling services, obtaining information, and connecting with the appropriate departments for support.
Help residents navigate resident technology platforms, including Cubigo and other community communication systems.
Maintain current knowledge of daily activities, dining options, wellness programs, events, community services, and resident resources.
Welcome and assist new residents during move-in and orientation, helping them become familiar with community amenities, services, and opportunities for engagement.
Document, track, and communicate resident requests, concerns, service issues, and feedback to appropriate departments to ensure timely resolution.
Operate and maintain the community telephone system, answering incoming calls promptly, professionally, and courteously.
Assist residents with telephone-related needs, including outgoing calls and telephone service changes.
Maintain resident directory information and update resident contact and room information as needed.
Greet all visitors and ensure visitor registration and sign-in procedures are followed.
Provide directions, information, and assistance to guests, visitors, vendors, and service providers.
Support prospective resident visits by ensuring guests receive a warm welcome and are connected with the Sales and Marketing team.
Maintain a professional, organized, and inviting reception area that reflects the standards of The Sharon.
Assist with resident communications, announcements, newsletters, calendars, and informational materials.
Support resident programs, special events, holiday celebrations, educational programs, and community gatherings.
Maintain awareness of resident birthdays, move-ins, anniversaries, and community milestones to support engagement initiatives.
Assist residents in accessing community forms, directories, schedules, calendars, and informational resources.
Collaborate with all departments as needed to enhance the resident experience.
Coordinate transportation requests and maintain transportation schedules.
Assist with management of guest suite reservations and distribute information to appropriate departments.
Receive or redirect deliveries, flowers, medications, packages, and other items and coordinate timely delivery to residents and staff.
Assist with vendor coordination and service-provider arrivals.
Maintain lost-and-found records and procedures.
Support employment application distribution and notification procedures as directed.
Maintain key control systems, community access credentials, and other assigned administrative records.
Monitor security cameras and promptly report concerns or suspicious activity to Security and appropriate leadership.
Assist with emergency communication procedures, including monitoring emergency calls and following established response protocols.
Monitor communication systems and notify appropriate personnel of urgent situations.
Support community safety initiatives and visitor management procedures ensuring the security of our main entrance.
Utilize communication equipment, including radios and emergency communication systems, as required.
Demonstrate a resident-centered approach in all interactions.
Identify opportunities to improve resident satisfaction, engagement, and service delivery.
Promote a culture of hospitality, respect, dignity, and person-centered service.
Perform other duties as assigned to support community operations and resident well-being.