Reports to: Concierge Supervisor or Assistant General Manager

Works with: All Staff & Departments

Position Summary: Under the direction of the Concierge Supervisor or Assistant General Manager is responsible for:

1. Greet Residents, families, and visitors with a warm smile and helpful attitude

as you are the welcoming face of HHSR Community.

2. You are the “Go-to” person for building amenity access, parking and

providing information, including assisting Residents with their daily

requests/need e.g. booking appointments or making reservations.

3. Specific resident services include: Orientation of all new residents,

providing and promoting optional services, coordinating all moves, assist in

resident move-ins, and move-outs and daily resident relations.

4. Administrative duties include: Front Desk Management.

5. Is an integral part of the sales team and provides sales tours/follow-up in

absence of Sales Manager.

6. Assists the Recreation Director with Event Programs and relief during their

absence and/or as required.

Confidentiality: Maintains the confidentiality of information relating to residents, families,

colleagues, Hamilton High Street Residence’s operations, financial

arrangements and results.

Driver License: Not applicable

Bonding: Not Required

Hours of Work: Shift hours may vary throughout the week and include but are not limited to,

weekday hours, evening shifts, night shifts and weekends as required.

Other: 1. Must be free from communicable diseases

2. Criminal record check – pre-employment

3. Emergency First Aid is an advantage

Education: 1. University or college degree in a related field is highly desirable

2. Must have formal training or experience in office administration, concierge,

or front desk management.

Experience/Qualifications: Must be knowledgeable and experienced in:

1. Computer programs including word, excel, power point and others as

needed.

2. Preparation of invoices, cash management and POS systems as required.

3. Assisting with scheduling of staff and payroll duties as required.

4. Experience in the Senior or Hospitality Industry is an advantage.

5. Must be capable of compiling reports, statistics, records, and other

documents as needed.

6. Must be able to handle a large volume of incoming calls and switchboard

operations.

7. Ability to speak 2nd language is an advantage, please indicate on your

resume if you are fluent in another language.

8. Experience with YARDI property management system is a strong asset.

Changes: This job description is subject to change by management without notice.

Position Requirements:

Must understand and be able to perform all office and related procedures in a safe, professional, courteous,

efficient, and organized manner. Must also have strong customer service skills as this is a varied-role catered on

helping people! Ability to assist other departments including head office as required. Be flexible and adaptable to

work independently with strong problem-solving skills to effectively address day-to-day operational challenges.

Strong communication skills with team members to ensure effective information sharing and task status

awareness. Adhere to the daily operational procedures based on the direct reporting structure, aiming to enhance

departmental coordination and minimize overlaps in responsibilities.

Personal Characteristics:

1. A passion for providing excellent customer service.

2. Empathy for and understanding of the needs of seniors, their families and their professional service

providers.

3. Friendly, thoughtful, patient and compassionate when dealing with seniors.

4. Mature hospitality manner where residents are a priority and satisfaction a must.

5. Must have a professional, welcoming, and positive attitude.

6. Must be able to perform under stressful situations and multi-task.

7. Must show initiative and be able to work well under limited supervision and within a team setting.

8. Willingness and ability to learn clerical work as needed with limited supervision.

9. Must be highly organized with excellent communication skills.

Responsibilities and duties:

1. Administration

• Provides information to the General Manager, Assistant General Manager, Concierge Supervisor,

and Health & Safety Coordinator in resident assessment for added services or relocation to higher

care.

• Assists in maintaining staff and resident files under the direction of the Assistant General Manager

or Concierge Supervisor.

• Office set up and record maintenance.

• Support the Assistant General Manager and Concierge Supervisor with staff file

maintenance, move-in and move-out processing, and other administrative tasks.

• Promote the consistency of appropriate aesthetics of residence environments by the day and season.

• Keeping Concierge desk and lobby neat, tidy and organized at all times, including performing light

housekeeping duties.

• Ability to prepare clear and detailed incident reports, including but not limited to resident activities,

security matters and building deficiency.

• Collect and record all the general monthly supplies request from different Department.

• Manage the resident’s transportation service efficiently, including booking for taxi service,

HandyDART service and private shuttle service.

2. Resident Relations

• Works very closely with the Assistant General Manager to ensure timely communication and

resolution of issues.

• Responds to resident or family requests for information related to residency, services and or concerns

as they emerge daily.

• Informs and involves the Assistant General Manager in serious or repeat resident/family incidents.

• Receive concerns/complain of residents for resolution by the Assistant General Manager.

• Ensures management teams are aware of arrival/move-out details including suite condition.

3. Sales

• Receive calls from prospect, record the information and forward to sales.

4. Other

• Assists the Activities Coordinator in operating Special Events.

• During Activities Coordinator absences provides essential recreation programming for residents as

instructed by the Activities Coordinator or Assistant General Manager.

• Conduct annual resident satisfaction survey.