Concierge Lead

**You.**
You have a passion to raise the bar in the retirement industry. You are an energetic, motivated team player who is able to inspire others to provide the highest standards of performance and customer service. You will have abilities and customer service experience in a similar setting with skills and knowledge in the areas of serving, handling food and be a contributing team player to the overall success of the Community. You are committed to upholding the VVA Values and Culture. If making a difference in people’s lives is important to you, then we are eager to hear from you.

**Us.**
What do you get when a team of experienced industry professionals combine their passion and decide it is time to raise the bar in the retirement living industry? You get VVA Retirement Communities. At VVA, we aren’t about grand statements or lofty ideals. We are a group of Canadians committed to bringing the right mix of people together to inspire each other and deliver the highest standards of customer service and performance in the retirement industry. At VVA we put people first. We are looking for just the right person who shares VVA’s mission -_ Making Today Great_

**The Career.**
The Concierge Lead reports to the Services Manager. This position is responsible for confidential management of administrative processes such as accounts payable and receivables. The incumbent is responsible for maintaining a high level of responsive service to all enquiries from Community Members and visitors. These services include from greeting visitors, giving information, arranging services, administrative documents and answering the phone. The incumbent acts as a communication path between the Services Manager and the rest of the Concierge team.

**Key Responsibilities**:

- Manages day and evening concierge Team Members and provides guidance as required
- Maintains proper accounting records for accounts payable and receivables.
- Maintains all new Community Member, Team Member information and distributes to the rest of the team
- Ensures all binders, information kept at concierge is current and easily accessible
- Maintains the evacuation box and ensures that it is up to date
- Ensures that emergency equipment are in working order ( walkie talkies; cell phone)
- Ensures supply and maintenance of all required office equipment and supplies required to effectively operate the business office
- Performs audits as required
- Ensures supply of welcome baskets, move-in binders, marketing folders, move-in folders are stocked (no less than 20)
- Communicates with concierge team and resolves any issues in consultation with the Services Manager
- Communicates directly with Community Members and guests to handle concerns and issues. Ensuring to escalate as needed.
- Provides information on the Community and services, events and arranges local activities
- Arranges tours, travel, transportation when necessary
- Arranges tickets, bookings, appointments and reservations.
- Provides access, entrance and exit supervision for Community Members and guests.
- Ensures the entrance and exits are kept free from any material that could pose a danger to the Community Members and guests.
- Assists Community Members with automobile issues where necessary
- Plans and arranges the necessary details and team support for conferences and parties for Community Members, internal and external groups.
- Responds to any emergency calls by or on the behalf of Community Members.
- Ensures issue resolution relating to Concierge Services are followed through with cooperation with Community Members, families, other VVA Team Members.
- Ensure the delivery of services required. This includes referring Community Members and families as needed to Community Managers.
- Ensures that documentation is updated regularly.
- Conduct monthly, quarterly and annual audits as requested by the Services Manager
- Report behavior, signs or symptoms that may attribute to the decline of general wellness of the Community Members.
- Follows and ensures effective Infection Control protocols are in place when needed i.e. outbreak
- Assistance with managing common areas i.e. Perks, Pints
- Other projects and responsibilities as assigned

**Qualifications**:

- Post-secondary training or relevant experience in tourism or hospitality management would be preferred
- Some experience with seniors is desired
- Knowledge in MS office (outlook, word, excel)
- Excellent communication and customer service skills
- Strong knowledge of local community, area and region
- Good problem solving and organizational skills
- Ability to communicate clearly with peers and subordinates
- Ability to manage their time effectively with little supervision
- Up to date police check-vulnerable sector
- verified annually
- Ability to work as a team member, understanding the priorities of others
- Able to bend, stretch, sit and stand for long periods. Able to lift a maximum of 50 lbs
- Ability to work flexible h