Lead Concierge

Lead Concierge

At MBK Senior Living, we're committed to putting people first – our residents and team members. Exceeding expectations and enriching lives drives our day-to-day. And it's all powered by Yoi Shigoto, a Japanese concept that translates to "good, quality work." It's more than a mantra. It's part of our company-wide commitment to build trust, set high standards, and develop potential in ourselves and others!

Whether you're looking for a flexible, part-time job or the pathway to a lasting career, you'll find it here at MBK Senior Living–and a whole lot more! When you join the MBK Senior Living team, you'll enjoy:

-Impacting lives and building lasting relationships

-Executing exceptional signature programs in dining, fitness, wellness, and care

-A supportive community team that encourages personal and professional growth and celebrates your

success

-A fun-filled, energetic environment that's centered in hospitality and high-quality service

-Competitive salaries

-Professional development, training, and personal coaching through our Mentor, Buddy, and Executive

Director in Training Programs

-Education loan assistance & scholarships

-Financial and legal services

-Team Member discounts

-Health and Wellness resources

Full-time benefits include:

-Rich benefits package including Medical, Dental, Vision and 401k matching up to 4%

-Childcare and eldercare assistance

-Flexible spending accounts

If you're looking for a place where you can make an impact, find purpose and joy, and receive the training, tools, and support to reach your career goals – look no further, apply today!

Job Description

Schedule: Mon - Thu 2pm - 10pm
Pay Range: $22 - $24.50

Job Summary:

The Lead Concierge is dedicated to forging an outstanding first impression and delivering seamless customer service. They help to shape our company’s culture and ensure smooth operations by overseeing the daily workflow for the Concierge desk. They serve as a trusted, hands-on advisor, providing the team with training and coaching in essential soft skills. The Lead Concierge plays a vital, frontline leadership role in curating an exceptional, consistent experience for all customers, team members, residents, families, and professionals. Through friendly, professional, and highly service-oriented interactions, whether in person or over the phone, the Lead Concierge ensures that every touchpoint embodies MBK’s mission and values, elevating the community’s reputation.

Duties & Responsibilities:

• Provide daily oversight and training to Concierge team members on community policies, procedures, and service standards to ensure efficient and consistent service.
• Provide work directions to Concierge team members and delegate and/or complete administrative duties such as greeting visitors, answering phones, relaying messages, and supporting department heads and the Executive Director with clerical work.
• Coach and train Concierge team members on effective soft phone skills, including professional etiquette, empathetic communication, seamless problem-solving, active listening, and conflict resolution to enhance the team's ability to resolve resident inquiries efficiently and professionally.
• Monitor the quality of service provided by Concierge team members, provide regular, meaningful feedback to ensure community hospitality standards are maintained, and communicate performance recognition and concerns to management.
• Use sound judgement and problem-solving skills to handle escalated or complex resident or guest issues or concerns that require a higher level of expertise to resolve.
• Perform higher-level administrative duties, such as accepting payments of monthly services, managing the budget for front desk supplies, generating reports for management, and assisting with special events or activities upon request.
• Fulfill the responsibilities and perform all the duties of the Concierge job description, covering warm welcomes, first impressions, customer engagement, communication hub, resident and family support, community coordination, and operational support.
• Maintain a safe and secure environment for staff, residents, and guests in accordance with established safety standards, policies, and procedures. 
• Understand and comply with Federal, State, and local regulations, as well as company policies and procedures concerning the department. 
• Promote and lead with a spirit of teamwork and open communication in accordance with MBK principles and core values.
• Perform other duties or special projects as assigned or directed by the Business Office Manager, Director of Sales, and Executive Director or another designee.

Education Requirements: