Concierge (Temporary Part-Time)

at  Tiffany Village Retirement Residence Partnership

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, or situations requiring conflict resolution.
• Demonstrates a strong desire to serve and care for seniors.
• Resident-centered approach to service, as well as an awareness of the potential for cognitive changes to occur.
• Professional, open, friendly, autonomous, team player, responsive and positive.
• Ability to apply tact, discretion and sound judgement.
• Trustworthy, reliable, dependable.
• Shows initiative and commitment to service excellence.
• Ability to meet the physical requirements of the position.
• Must be able to operate housekeeping/residential cleaning related equipment.
• Maintains confidentiality of resident and staff information.

EXPERIENCE, TRAINING/EDUCATION AND WORK RECORD:

• Graduation from a recognized diploma program in office administration, business administration or hospitality management with 1-3 years’ previous work experience in a related field; or high school diploma supplemented with completion of post-secondary education in office administration, business administration or hospitality management with 1-3 years’ previous work experience in a related field.
• Previous housekeeping and/or residential cleaning experience, as well as previous experience in the field of ensuring safety/security for others.
• Successfully meets the necessary employee requirements as stipulated in the operational standards by the Department of Health governing agencies with home support licenses.
• Strong computer skills with proficiency in Microsoft Office Suite.
• Previous experience working as a Concierge in the field of seniors’ living/care is preferred.
• Proficient in the English language.
• Current First Aid and CPR certification.
• Knowledgeable of Fire & Emergency Procedures, WHMIS and Health and Safety regulations.
• It’s Good Business Responsible Alcohol Service Certification would be considered an asset.
• Energetic, enthusiastic, mature, caring and compassionate person who has a demonstrated interest to work in a seniors’ environment.
• Ability to work in a flexible, resilient environment to meet the needs of residents.
• A satisfactory record of work performance and attendance is required.

• 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 directly with residents and guests in person, via telephone and email to handle questions, concerns and issues.
• 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.
• Monitors emails for timely response and follow up.
• 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.
• Responsible for completion of other duties such as general cleaning of common areas, garbage removal, gathering/breakdown of recyclables, email correspondence to managers for overnight telephone messages, and other tasks in accordance with the concierge checklist for the overnight shift.
• 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.