Job Description

Role Overview Concierge at WellQuest Living Responsibilities Provide all residents, guests and visitors exceptional customer service during every interaction, whether in‑person or via telephone. Learn and know all residents by name; each interaction must meet or exceed the Concierge Service Standards of Excellence. Greet all residents and visitors, provide information to those seeking property details, and be responsive to guest needs and inquiries. Direct visitors to the appropriate office or resident apartment. Assist residents, family members, and guests with general requests and personal concierge activities. Arrange tours of the property for individuals making spontaneous visits or that have made an appointment. Answer telephones, record and channel information, direct calls to the appropriate individual or department, and relay messages in a timely, clear, polite, concise and professional manner. Display knowledge of the services and programs and other pertinent information regarding the property. Operate the mail system: meter mail, manage stamps, make copies, record receipt of packages, and contact residents for pickup. Handle business center requests such as photocopying, faxing, shipping of mail, etc. Process incoming mail: sort (without opening), distribute property mail to appropriate mailboxes. Complete all opening and closing duties. Accurately take reservations for dining rooms. Accurately take reservations for Activities Department. Accurately take reservations for personal and complimentary transportation. Receive and accurately record all maintenance work order requests and deliver the requests in a timely manner to the Maintenance Department. Monitor the Emergency Alert System and immediately respond to every call. Maintain the Resident Notice Binder. Arrange for the parking and retrieval of valet cars. Arrange all wake‑up calls, dry cleaning, pet care, additional housekeeping, personal errands, car care, etc., as requested by residents. Fulfill “personal concierge” requests such as area restaurant reservations, tee times, directions, internet research, etc. Maintain reception area in a neat and orderly fashion, ensuring the lobby has current property literature on display, free of excessive or outdated literature, and that coffee/refreshements are fresh and readily available. Ensure all posted signage is accurate, timely and free from fingerprints. Perform clerical duties for property staff as directed by supervisor. Update and assemble marketing packets for inquiries. Be responsive to residents’ concerns: respond immediately to emergency calls, notify appropriate persons or agencies, promote resident morale by answering questions, calming distressed residents, and referring grievances to appropriate personnel. Support a positive and professional image through actions and dress. Communicate any observed or suspected resident change of condition to supervisor immediately. Maintain a safe and secure environment for all staff, residents and guests following established safety standards. Encourage teamwork through cooperative interactions with co‑workers and other departments. Performs other duties as assigned by the Business Office Director, Assistant Executive Director or Executive Director. Qualifications High school education is required. Minimum of two years of experience in a related position, preferably in a hospitality setting. Skills Mathematical: Ability to add, subtract and multiply. Reasoning: Understand issues and process information for giving and receiving feedback. Oral/Written Communication: Excellent communication skills, including active listening, and ability to speak, write and read English. Equipment Usage: Proficient in basic office equipment (computer, office software). Physical Requirements Be mobile and able to perform physical requirements of the job. Good physical health verified by a health screening, including a chest x‑ray or an intradermal test result not more than 6 months prior or seven days after employment. Personal Characteristics Displays sincere compassion and genuine concern for the physical and emotional needs of older adults and their families. Working Conditions Well‑lit, safe lobby area with comfortable ventilation and temperatures. Legal Notice Employee must record clearance prior to hire. Employment Details Seniority level: Entry level Employment type: Full‑time Job function: Other Industry: Hospitals and Health Care Location: San Clemente, CA #J-18808-Ljbffr WellQuest Living

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