JOB DESCRIPTION

POSITION: CONCIERGE

REPORTS TO: Community Resource Coordinator

POSITION SUMMARY: The Concierge serves as a first point-of-contact resource for residents, families, visitors, and business partners of the community. This position is the tone setter for how each person entering into the community deserves to be treated with the highest level of regard and respect. The Concierge attends to the needs of our customers, both in person and through the various forms of electronic communication and correspondence, ensures that the first impression of the community is always favorable, assists with resident functions and provides supportive services to the residents and their families.

ESSENTIAL FUNCTIONS

• CONCIERGE SERVICES FOR RESIDENTS

A primary function of this role is to enhance the quality of life for our residents by attending to requests from residents and proactively offering different types of services. These service requests may be but are not limited to: assisting with scheduling transportation, package delivery, loading and unloading, helping with the scheduling of appointments, making reservations, scheduling guests for meals at Highgate, taking room service orders, phone call reminders, message taking, scheduling of beauty salon services, responding to general customer service requests, information dissemination on events happening in the community, emergency communications and other important updates.

• RESIDENT ENGAGEMENT OPPORTUNITIES

The concierge will work to create informal opportunities for socialization for the residents in the main common areas within concierge desk line of sight. These informal opportunities will be designed to help promote resident friendships and connections. To support this atmosphere of resident socialization the concierge will ensure timely reading materials are available, beverage/snack/bistro areas are properly stocked, appropriate music is playing, and smaller sized activity themed opportunities exist on a routine basis.

• ENVIRONMENT MANAGEMENT FUNCTIONS

The concierge will ensure that the first impression areas of the community are always kept clean and tidy. These areas include the porte-cochere walk up area, the front doors and vestibules, the main lobby, the bistro areas, the marketing bathroom (three time a day checks and notification to housekeeping team for assistance), the copier/work room, line of site lounge areas. The concierge is responsible for general straightening, restocking, dusting, and glass cleaning of these areas (minus the marketing bathroom).

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• ADMINISTRATIVE DUTIES

The concierge will be responsible to answer the main telephone, keep various information systems (both electronic and paper) updated, sort resident and community mail, deliver messages, notify residents and dept heads of packages, infection prevention processes and documentation, ensure residents/visitors utilize the sign in/out books, participate in emergency procedures drills, dispatch pages from resident call system as needed, coordinates transportation schedule, updates and distributes activities communications, helps with the management of activities tracking system and social media posting.

ESSENTIAL JOB RESPONSIBILITIES

• Attend to the various needs and requests from our residents and families
• Offer routine social opportunities based on the preferences of the residents
• Ensure our phone is always answered timely with the appropriate greeting
• Maintain a resident friendly, tidy first impression environment
• Be familiar with, and when applicable, respond to all emergencies as outlined in the Emergency Procedures Handbook.
• Stay in compliance with Highgate’s Team Member handbook, policies, procedures and with the state and local licensing guidelines.
• Maintain all assigned electronic and paper record keeping systems as assigned
• Ensure important information is communicated as noted above
• Other duties as assigned

MARKETING RESPONSIBILITIES

• Business casual attire; neat in appearance.
• Good communication and interpersonal skills.
• Builds and maintain positive relationships with residents, resident families, team members, volunteers, and the community.

QUALIFICATIONS

• 18 years of age or older
• A fun-seeking, energetic, dynamic individual
• Fantastic communication skills
• Excellent customer service skills
• Motivated and excited to take on new challenges
• Ability to effectively use a computer and learn new software/programs.
• Has current-or can obtain-CPR & First Aid certification
• Current TB test
• Organized and efficient; excellent time management skills
• Effective problem-solving skills
• Health Screening & Finger printing (CA only); Fingerprint card (AZ only)

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• Negative Criminal record/background statement
• Ability to comply with Highgate’s Team Member handbook, policies and procedures
• Must meet all criteria as required by state and local licensing.
• Ability to complete training/certifications within prescribed time frames by your supervisor.

STANDARDS

• Adheres to confidentiality policy regarding administrative, team member and resident information.
• Residents are to be treated with respect and dignity, protecting our residents’ rights.
• Team Members will not work under the influence of illegal drugs of alcohol.
• Team Members will have passion for the work and promote the name of Highgate in a positive way.

PHYSICAL DEMANDS
Sit Consecutive hours at a time: 2 hours Total hours per day: up to 2 hours
Stand/Walk Consecutive hours at a time: 2 hours Total hours per day: up to 6 hours

Uses both hands/arms
Type of Action None Occasionally* Frequently* Continuously*

or
N/A*

Hand / Wrist Work X
Grasping X
Pushing / Pulling X
Fine Manipulation X
Reach Above Shoulder X
Bend / Twist X
Kneel / Squat X
Climb / Stairs X
Lifting / Carrying 1-10 lbs. X
Lifting / Carrying 11-20 lbs. X
Lifting / Carrying 21-50 lbs. X
Lifting / Carrying 51-100 lbs. X
Lifting / Carrying over 100 lbs.
(specify max lift) X

Distance objects are carried: Up to
100 feet X

*KEY

Occasionally (1-3 hrs.) Frequently (3-6 hrs.) Continuously (6-8 hrs.)

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6-33% / Day 34-66% / Day 67-100% / Day
10% = 4-6x/hour 34% = >20x/hour 67% = > 120x/hour
33% = 20x/hour 66% = 120x/hour >720x/day
33% = < 60x/day 66% = < 720x/day

Confidentiality Statement
All Team Members are expected to keep all information regarding residents and Team Members confidential. When discussing a resident’s care needs, you are to make certain that you are in compliance with applicable HIPAA requirements. For more information, please see your supervisor.

Company policies, procedures, training, wages and all other business practices are considered proprietorial and confidential. They are not to be discussed with residents, Team Members or non-Highgate Team Members during or after employment has ended. Team Members who disclose company information may be terminated and may be held liable for any resulting damages.

Montana Only: I understand that the first six (6) months of employment are probationary.
Furthermore, I understand that during this probationary period, employment may be terminated at any time, with or without cause, with or without notice by either employer or employee.

All Other States: I understand this is not an employment contract and that I am an ‘at-will’ employee, meaning that employment may be terminated at any time, with or without cause, with or without notice by either employer or employee.

I have reviewed the job description, the Team Member Handbook and the physical requirements of the position and am able to comply with the regulations set forth.
Furthermore, I understand that failure to comply with Highgate policies and procedures may lead up to further disciplinary action up to and including termination of employment. I am responsible in communicating with my supervisor regarding any change in my ability to perform the functions outlined above:

_________________________________________ _______________________
Team Member Signature Date

_________________________________________
Team Member Printed Name

Highgate Senior Living Mission Statement:

“ Devote ourselves to helping every Highgate resident live a life of

purpose”

Highgate Senior Living is an Equal Opportunity Employer

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Job Type: Part-time

Pay: $19.00 - $20.00 per hour

Benefits:

• Employee assistance program
• Life insurance
• Relocation assistance

Schedule:

• 8 hour shift
• Day shift
• Weekend availability
• Weekends only

Ability to commute/relocate:

• Bozeman, MT 59718: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)

Work Location: One location

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