Concierge (Casual)

**Concierge**
**Casual**

The Concierge is responsible for providing a high level of cordial, engaging, and efficient customer service through the provision of information and client services to enhance the resident and guest experience at our **Tiffany Village** or **Kenny’s Pond location**. This requires the performance of a variety of services which assist residents and guests prior to arrival and throughout their residence and/or guest stay. The Concierge operates under the direction of the Administration.

**Key Responsibilities**:

- Fulfills the duties and responsibilities of the concierge with a pleasant demeanour focused on upholding excellent customer service, recognizing the importance of maintaining these ongoing relationships with all our clients, inclusive of residents, families, guests, volunteers and staff.
- Responsible for performing all duties within the role of Concierge ranging from communication and information sharing; resident/guest/staff service relations; cash sales/service; safety/security and general cleaning of common areas throughout the overnight shift.
- Performs a variety of administrative/clerical duties, including but not limited to, updating Resident’s Information List, staff telephone listing, data entry for Accounting and Marketing departments utilizing Yardi Information Systems and Microsoft Office Suites.
- Answers, coordinates, directs and takes messages for a high volume call switchboard in a pleasant, service-oriented and efficient manner.
- Communicates and liaises verbally and in writing with residents, clients, guests, callers, staff and suppliers interpreting and responding clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions.
- Performs a key role in the execution of fire and emergency procedures, as per the Company’s emergency preparedness plan.
- From time to time, may be required to conduct facility tours ensuring inquiry form is completed and submitted to Marketing Department.
- From time to time, may be required to assist/escort residents.
- Ensures sign-in/sign-out system is adhered by residents and guests.
- Notifies kitchen staff when residents have meal guests or will not require meals.
- Notifies nursing staff and appropriate managers when residents are transferred to and discharged from hospital.
- Processes food and beverage orders and items from General Store from residents, guests and staff using the point of sale system, and receives/processes payments for same.
- Accountable for daily reconciliation and record keeping of cash receipts and cash float, submitting same to Accounting Clerk at the end of every shift.
- Monitors, orders and restocks supplies in General Store.
- Completes inventory count for General Store items on a quarterly basis.
- Receives and distributes mail for residents and office personnel.
- Sends, receives and distributes faxes.
- Signs for deliveries and notifies residents and/or appropriate personnel re: same.
- Orders, receives and maintains office supplies.
- Provides administrative and clerical support to managers when needed.
- Coordinates and schedules phone and cable connections and disconnections for residents.
- Schedules salon appointments and may launder/fold salon towels during evening shifts, as needed.
- From time to time provides assistance to the recreation and social wellness needs of the residents by serving them in the bistro for events held on special occasions after hours and/or on weekends.
- Prepares keys for new move-ins and other requests from family members, and maintains a key log along with activating/de-activating FOBs for residents, guests and staff.
- Responsible for the data entry and processing of Maintenance Work Orders in the Yardi Information System. Coordinates same with Property Management Company as required.
- Monitors/responds to front entrance, nurse call, camera and fire alarm systems. Where necessary informs maintenance personnel.
- Performs security checks in evenings and reports any unusual behavior or activity to managers and/or maintenance personnel.
- Ensures continuity of information sharing via written and verbal reports among Concierge colleagues and others as deemed appropriate, at the beginning/end of every shift.
- Performs other related duties as required to ensure quality concierge service.
- Performs other related/assigned duties as required to meet the needs of residents.

**Qualifications**:
**Abilities and Skills**:

- Excellent customer service skills.
- Excellent written, verbal and interpersonal communication skills in working with residents and their families, the Tiffany team, as well as the general public.
- Excellent organizational and time management skills with demonstrated ability to multi-task in a fast-paced environment.
- Demonstrated proficiency in ability to treat residents with respect, dignity and care.
- Demonstrated proficiency in ability to resolve contentious or sensitive issues,