Senior Supervisor, Concierge

Job Description:

Position Summary:

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.

Core Competencies:

• Strong organizational skills and keen attention to detail
• Excellent customer service and communication skills, both written and verbal.
• Proactive drive to exceed expectations of all customers – residents, families and staff
• Committed to maintaining residents' confidentiality and privacy
• Uses sound judgment to make good decisions and take appropriate action after considering all facts
• Excellent problem solving and conflict-resolution skills
• Exudes a confident and professional approach in all verbal and written communication.
• Displays a confident, polished, and professional presence in all interactions and communications
• Remains calm and service-oriented in high-pressure or emotionally charged situations
• Adapts effectively to fast-paced environments while prioritizing customer needs

Position Responsibilities:

Concierge:

• 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. 

Administration/Resident Support:

• 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.

Technology Oversight

• Oversee the logging and coordination of IT requests, ensuring the Evening Front Desk Supervisor accurately documents all incoming requests through the appropriate digital systems.

Transportation:

• 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.

Other duties:

• Complete other duties as assigned and requited to support overall resident experience.

Qualifications:

• High School diploma or equivalent, with 3-5 years of supervisory and customer service experience. 
• Strong communication, teamwork, and interpersonal skills, along with excellent telephone etiquette. 
• Proficient in basic computer use and office equipment, with a 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, with a genuine passion for enhancing the lives of aging individuals. 

Working Conditions and Physical Demands:

• Professional appearance, including neatness and appropriate attire, is essential. 
• The work environment can be fast-paced and requires effective communication with residents and their families, both in person and via phone. 
• Extended periods of sitting and engaging in phone conversations are common, with frequent interruptions possible. 
• Emergency situations may arise, necessitating quick responses and flexibility in shift coverage. 

Remote Type:

On-site

Salary Range:

$50,950.20 - $71,330.27