Senior Supervisor, Concierge

Hebrew SeniorLife • Canton, MA

9d • $50,950 - $71,330 • Onsite

About The Position

This role leads the Orchard Cove concierge team through effective leadership, mentorship, and a strong commitment to customer service. The team operates around the clock, addressing emergent requests and alarms for the entire community. As the primary liaison for residents, families, visitors, and staff during weekdays, the Senior Concierge Supervisor ensures that communication and services are delivered with professionalism and consistency, surpassing expectations for quality and accuracy. By overseeing the concierge team, the Senior Concierge Supervisor guarantees that all initial inquiries and requests are handled efficiently, providing every resident, family member, staff member, and guest with exceptional service daily.

Requirements

• High School diploma or equivalent
• 3-5 years of supervisory and customer service experience
• Strong communication, teamwork, and interpersonal skills
• Excellent telephone etiquette
• Proficient in basic computer use and office equipment
• Willingness to embrace new technologies
• Proven ability to manage daily priorities, handle emergencies, and adapt to last-minute changes
• Flexible availability for varied shifts, including weekends and holidays
• Genuine passion for enhancing the lives of aging individuals

Responsibilities

• Manage a dedicated team to provide 24-hour service that surpasses the expectations of residents, visitors, and staff.
• Assist the Evening Concierge Supervisor in developing the 24/7 schedule and stepping in as needed for last-minute coverage.
• Oversee emergency response systems, including resident and building alarms, as well as front gate security.
• Act as the central communication hub during emergencies, coordinating between residents and emergency services.
• Lead the recruitment and onboarding process for new concierge team members.
• Ensure a welcoming atmosphere in the Orchard Cove lobby for all first-time visitors.
• Supervise the procurement and invoicing of supplies for the front desk and mailroom.
• Conduct quarterly training sessions for the concierge team to enhance their preparedness for emergency situations.
• Maintain accurate records of all emergency incidents and share follow-up reports with relevant departments.
• Facilitate bi-monthly team meetings to promote collaboration and unity within the concierge team.
• Manage the uploading and timely completion of daily and weekly dining menus for the Community Apps and Touchtown platform, 7 days/week.
• Meet individually with new residents to provide an overview of concierge offerings and assist with questions regarding front desk procedures and community resources.
• Maintain Front Desk processes, including updating documentation and training for the team.
• Update the Resident List and Community Apps promptly to reflect changes in residency status, including transitions within the continuum or upon a resident’s passing.
• Oversee the logging and coordination of IT requests, ensuring the Evening Front Desk Supervisor accurately documents all incoming requests through the appropriate digital systems.
• Provide continuity of service by supporting the Resident Experience Lead and serving as a backup, overseeing transportation operations and scheduling, ensuring seamless, high-quality support for residents and their families.
• Complete other duties as assigned and requited to support overall resident experience.

Benefits

• Set the highest standard as part of our commitment to redefine the experience of aging.
• Make a difference in the lives of patients, residents, their families, and the broad senior care community every day.
• Be supported to always keep growing.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED