Acacia Creek Concierge Supervisor presso Grand Lodge, Masonic Homes & Acacia Creek

Description

Pay Range: $22.67 - $27.70/hour

JOB CULTURE

Acacia Creek is a vibrant 60+ community dedicated to the dynamic aging of residents and team members. We cultivate a culture of leadership, collaboration, and continuous growth, grounded in the four pillars of wellness: social, intellectual, physical, and purposeful well-being.

Our mission is to build and maintain a positive atmosphere of growth, while our vision is to educate and provide tools and opportunities that support healthy lifestyles of residents and team members.

We deliver superior service, encourage meaningful engagement, and value professional development, safety, and satisfaction. As a forward-thinking and compassionate team, we are committed to sharing knowledge, celebrating the potential of older adults, and creating a community where everyone thrives.

JOB SUMMARY

The Concierge Supervisor provides daily leadership and oversight to the front desk, concierge, and communications team within Acacia Creek Retirement Community. This position ensures that every resident, family member, guest, and visitor receives exceptional customer service that supports Acacia Creek’s commitment to Successful Aging throughout the community.

The Supervisor is responsible for maintaining smooth and efficient front desk operations, ensuring effective internal and external communication, and fostering an environment of hospitality, professionalism, and genuine care. This role is key in supporting a culture of Successful Aging and promoting a vibrant, engaging community experience for residents.

ESSENTIAL FUNCTIONS

Leadership & Team Supervision

• Supervise and mentor front desk and communications associates, ensuring consistent adherence to service excellence standards and community policies.
• Provide ongoing training, coaching, and development to ensure team members are skilled in communication, emergency response, and resident engagement.
• Prepare, monitor, and adjust staffing schedules; manage timekeeping and attendance using Kronos or equivalent system.
• Conduct regular team meetings to review procedures, share updates, and reinforce service expectations.
• Model professionalism, empathy, and poise, setting the tone for a warm and welcoming environment.

Resident & Guest Services

• Ensure the Concierge team provides a high-touch, concierge-level experience for all residents, family members, guests, and prospective residents.
• Greet all visitors promptly and courteously, ensuring they are welcomed, assisted, and directed appropriately.
• Oversee guest suite reservations, visitor sign-ins, and resident outings, maintaining accurate logs and reports.
• Maintain current resident directories, emergency contact lists, and departmental phone extensions for reference and quick response.
• Respond promptly and compassionately to resident inquiries, requests, and concerns, ensuring timely follow-up and resolution.
• Collaborate closely with the Marketing and Resident Services teams to support move-ins, tours, and community events that enhance the resident experience.

Communications Management

• Oversee all communication systems, including multi-line telephones, intercoms, emergency call systems, and entry cameras, ensuring functionality and reliability.
• Ensure all incoming calls are answered promptly and professionally within three (3) rings and directed to the appropriate person or department.
• Maintain and update communication logs, emergency contact information, and community-wide directories.
• Serve as liaison between the Concierge team and all other departments to ensure clarity and efficiency in internal communications.
• Review and update internal communication materials (e.g., in-house channel, hallway monitors, resident portals, daily logs) to ensure accuracy and timeliness.
• Coordinate and track communication-related work orders, ensuring issues are resolved quickly and effectively.

Administrative & Financial Responsibilities

• Oversee administrative duties including mail distribution, supply ordering, and data entry during low-volume periods.
• Maintain accountability for keys, fobs, and security access systems; ensure proper documentation and adherence to established procedures.
• Manage petty cash funds for postage, resident copies, and team member meal tickets, ensuring accurate tracking and reporting.
• Completes and submits the monthly petty cash report to Accounting and the Lifestyles and Wellness Director, ensuring accuracy and timeliness in all financial reporting.
• Support the various departments in organizing annual community events such as large residents, team member engagement and marketing events.
• Ensure front desk and administrative areas remain organized, professional, and welcoming at all times.

Safety, Compliance & Emergency Preparedness

• Ensure the concierge team, as well as all other team members who provide concierge coverage, are fully trained and confident in emergency procedures, including fire alarms, resident safety alerts, and evacuation protocols.
• Monitor fire and smoke detector panels, emergency call systems, and safety equipment to ensure prompt response and communication.
• Immediately report unsafe or hazardous conditions and equipment malfunctions to the appropriate personnel.
• Maintain compliance with Title 22 regulations, ensuring that residents’ rights to privacy, dignity, and fair treatment are upheld at all times.
• Safeguard confidential resident and community information.

Requirements

Education & Experience

• High School Diploma or equivalent required; Bachelor’s degree preferred.
• Minimum three (3) years of front desk, communications, or customer service experience, with at least one (1) year in a supervisory or lead role, preferably in a Senior Living, Healthcare, or Hospitality environment.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and communication software systems.
• Experience managing multi-line phone systems and emergency alert systems preferred.

Knowledge, Skills & Abilities

• Exceptional customer service and hospitality skills with the ability to engage warmly and effectively with residents, families, and team members.
• Strong leadership, interpersonal, and conflict-resolution abilities.
• Ability to remain calm and professional during emergencies and high-pressure situations.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Knowledge of safety and emergency response procedures in senior living or healthcare settings.
• Commitment to continuous improvement and professional development.

Physical & Environmental Requirements

• Work is performed indoors in a temperature-controlled environment.
• Frequent sitting; occasional standing, walking, bending, and lifting (up to 10 lbs).
• Requires clear hearing, vision, and manual dexterity to operate office and communication equipment.

Benefits

At Acacia Creek, we are looking for team members who would like to combine their passion for helping people, good communication skills, decision-making skills, and great ethical standards with the opportunities to advance your career.

In return for your skills, you will be offered:

• A work environment focused on teamwork and support
• Excellent health, wage replacement and other benefits for you and your family’s well-being
• A generous contribution to a 401K plan whether or not you participate, and an additional contribution from the company when you participate in the plan
• Investment in your growth through Tuition Reimbursement