Concierge/Front Desk PT/PRN 4pm - 8pm

Knowledge is Power

1. Watch Call times/lights and inform experience team when appropriate
2. When a resident concern is brought to you, listen, empathize but never validate; ensure concern gets to the right person
3. Go to person for resident and family questions
4. Keeper of the Salon and visitation schedule
5. Emergency Preparedness binders are up to date

Name Game

1. Build organic relationships and make community experiences as positive as possible
2. Create and maintain an atmosphere of warmth, optimism, and interest in the needs and desires of others
3. Get to know others by name and by using FRAME to better understand history and preferences
4. Focus on problem solving, maintain confidentiality, seek first to understand then to be understood
5. Ferociously guard relationships

Better Together

1. Be an activities promoter. Get residents and families excited for activities for the day
2. We are a team; Help where needed
3. Get to know the team members in Convivium, Resident Experience, Social Network, Property Experience and Leadership. This will assist in easily knowing who to direct each phone call to and create a strong team environment

Efficient is Effective

1. Guard Sales time from 9-3, no vendor visits unless scheduled
2. COVID Deputy (check Temps, ensure handwashing, sanitize packages etc.)
3. Abide by current visitation guidelines
4. Family Visit Scheduler
5. Ensure that everyone signs in, experience team is notified with residents are leaving/returning

Gateway Guardian

1. Greet every guest with sincerity and enthusiasm
2. Be a positive role model and community representative
3. Be a multi-tasking pro-PROBLEM SOLVE
4. Submit work orders into TELs
5. 5 star review collector
6. Receive Thrive Guests and act as a liaison for the team and others
7. Create key fobs and essentials for new residents and team members as needed
8. Assist with processing of incoming information (applicant, resident etc..)
9. Receive, separate and distribute incoming and outgoing mail/packages
10. Maintain appearance, fragrance, peace and pace that is professional
11. Know the layout of the community to easily direct guests to their designated location
12. Keep front desk, foyer and entry area clean and tidy always

So Call ME….Always

1. Can they hear you smile
2. Be so kind they can’t ignore you
3. Answer by the 3^rd ring
4. “It’s a great day to Thrive, we are so happy you called”
5. No one goes to voicemail
6. Deep Knowing
7. Book tours using Calendly
8. Use tour tree and phone tree

Red Carpet Ready

1. Welcome signs prepared
2. Red carpet ready

Partners in Dime

1. Assist First Impressions Director with orders, receipts, and other necessary paperwork

Required Knowledge, Skills and Abilities

1. Possess a genuine heart and passion for impacting older adults and improving quality of life for all people
2. Have strong organizational skills as well as the ability to follow-up, detail-oriented, ability to multi-task; prioritize projects and objectives
3. Excellent oral communication skills
4. Innovative and creative self-starter
5. Ability to identify and resolve problems in a timely manner
6. Ability to navigate difficult or emotional resident, family member and team member issues