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Concierge

3 weeks ago

Victoria, Canada Sunrise Senior Living Full time

‎:
**When you join Sunrise Senior Living, you will be able to use your unique skills to empower residents to live longer, healthier, and happier lives. Not only will you build meaningful relationships with residents, their families, and team members alike, you will also gain joy in serving others and deep fulfillment in your work. Explore how you can follow your passions and shed light on meaningful ways to serve, grow, and shine together.**

COMMUNITY NAME: Sunrise of Victoria JOB OVERVIEW: The Concierge is often the initial contact and first impression that many people have of Sunrise Senior Living. The Concierge is responsible for greeting potential residents, families, and visitors, managing both external and internal calls, and taking and communicating messages. The Concierge provides an overview of community information to those inquiries in support of the Director of Sales (DOS) and Executive Director (ED). Responsible for assisting the Business Office Coordinator (BOC)/HR Designee in the community recruitment process, computer data entry, and other assigned general administrative duties as well as monitoring the Bistro area for refreshments, cleanliness, and music and ensuring a pleasant atmosphere. RESPONSIBILITIES & QUALIFICATIONS:
**Essential Duties**:
As a part of the Sunrise team, supporting our Mission, Principles of Service and Core Values is a fundamental part of this job. Our foundational belief is the sacred value of human life. The unique responsibilities for this role include but are not limited to the essential functions listed as follows:
**Customer Service**:

- Oversee the community entry area for visitors, guests, and residents, extend a warm welcome and greeting, offer and provide beverages to visitors and guests, and ensure that the community safety protocols are in place.
- Contact the DOS, ED, or Department Coordinator to meet with prospective residents, families, or visitors and ensure wait times are mínimal.
- Answer incoming telephone calls and resident calls within two-three (2-3) rings with the appropriate community greeting message and identification.
- Take complete messages with pertinent information (name, number, message) as appropriate and communicate messages to the intended recipient.
- Offer and provide a community overview to the caller, determine who to forward the caller to, and notify the caller who they are being transferred to.
- Manage appointments for residents and family members such as, but not limited to, hairdresser, transportation, etc.
- Send get well cards to residents in the hospital.
- Order Memory Flower for any residents that have passed away.
- Send sympathy cards to families and/or responsible parties as needed.

**Sales and Marketing**:

- Order flowers and name plates for new residents prior to move in.
- Order guest meals for resident and family for day of move in.
- Create and maintain marketing and move-in packet inventory as needed.
- Support the DOS by taking and handling initial inquiry calls with potential families and residents and encourage and build interest in Sunrise Senior Living.
- Assist the DOS with Customer Relationship Management lead tracking database entry, if applicable.
- Perform other administrative duties pertaining to the resident move-in process.

**Front Desk and Bistro Areas**:

- Keep desk and entry area neat and organized.
- Check Bistro regularly for cleanliness, ensure fresh coffee, fruit, popcorn, and other snacks are available; maintain and clean the popcorn machine daily, and restock as necessary.
- Keep music playing throughout the day.
- Ensure that another team member covers the front desk when stepping away to complete above duties.

**Risk Management**:

- Partner with community team to ensure community is in compliance with national/provincial regulations pertaining to occupational health and safety requirements, promoting Risk Management programs and policies, and adhering to safety rules and regulations.
- Practice safety procedures at all times including Personal Protective Equipment (PPE), fire extinguishers, Safety Data Sheets (SDS), and Lockout Tagout procedures.
- Maintain the Resident Roster, Team Member Roster, and Current work schedules for emergency procedures.
- Champion the Safe Leaving Program and Procedures by partnering with Community Leadership to ensure the safety of our residents while meeting our Sunrise Service Standards as indicated below:

- Respond to emergencies as indicated in Sunrise’s policies and procedures.
- Responsible for all guests and residents to appropriately sign themselves in and out at all times.
- Maintain a high-risk elopement list with photograph at front desk.
- Heightened awareness of the entry and exit of all residents.

**Administrative**:

- Update resident phone list and roster daily, move-in and move-out register daily, and guest and sign-in logs as necessary.
- Prepare meal tickets for team members and family members and tally meal count sheets for the