Job description

We are an active independent retirement community seeking a motivated individual to be paramount in our Front Desk operations and effectively and consistently lead our team of Front Desk and Night Desk Receptionists.

EXPECTATION FOR ALL EMPLOYEES
All employees are required to support the Mission and Values of Courtyard Village at Raleigh Hills, LLC (Positive Attitude, Communication, Relationships, Honesty, & Teamwork) by exhibiting the following behaviors: excellence and competence, collaboration, innovation, respect, and commitment to fellow staff, residents, and guests.

JOB SUMMARY
The Front Desk Supervisor is responsible for training Front Desk staff, maintaining the Front Desk work schedule, and collecting and consolidating all payments for the Operations Manager. The most important responsibility is ensuring that all Front Desk staff effectively handle phone inquiries and greet walk-in tours and scheduled appointments of prospective residents. The position is responsible for answering phones, greeting people who enter the building and/or approach the Front Desk, handling and documenting financial transactions, responding and documenting emergencies, managing housekeeping apartment keys, completing a variety of administrative duties, delegating a variety of tasks and projects, meeting deadlines, and communicating with staff on a regular basis.

Although consistently providing excellent customer service for our residents and guests is our primary goal, this job is not just about being a friendly and helpful team player. We are seeking someone who takes an interest in our community, can connect with our residents, guests, and fellow staff team members on a daily basis, and is willing to get to know our residents, what they like or prefer, and embrace them with each and every interaction.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Trains and manages all Front Desk Receptionists and maintains work schedules to ensure proper coverage 24 hours a day.
• Supports the Marketing Director:

On-going training of the following: customer service, how to handle prospects (phone, walk- ins, scheduled appointments), etc.- Preparing monthly newsletters and any other marketing materials to be distributed to prospective residents, etc.- Assist with small projects such as RSVP list for luncheons or data entry lists for Ambassadors.

• Collects and consolidates all resident payments for the Operations Manager.
• Operates the telephone system and answers all phone calls with courtesy and according to established requirements and procedures.
• Handles a variety of phone requests and situations that arise, transfers calls to the appropriate staff, and writes messages for staff.
• Provides resident assistance in times of need and/or during emergencies.
• Coordinates and helps supervise any emergency that occurs on shift.
• Reacts quickly and effectively in the event of an emergency. This may include calling 9-1-1 to come to a resident’s assistance, keeping the resident calm during the situation, and other behavior that reassures the resident and results in an efficient solution to the problem.
• Responds to fire alarm emergencies in accordance with established policy and procedure and resets the audible and flashing alarms when false alarms occur.
• Documents all resident requests for repairs needed in their apartments within the maintenance logbook.
• Documents all emergencies, incidents, resident behaviors, and all notes necessary in the communication logbook for all staff to read and be aware of the day to day happenings.
• Pleasantly greets all residents, guests, healthcare individuals, vendors, and others who enter the building.
• Ensures that residents’ guests sign in and out, obtain a visitor badge while in the building, and return the badge upon their exit.
• Handles all financial transactions (rent payments, meal ticket purchases, guest room payments, etc.)
• Ensures that all housekeepers check in and out keys to resident apartments.
• Supports the Life Enrichment Director to ensure all activities are happening in the absence of Activity staff. Stays knowledgeable of resident events, activities, outings, and socials.
• Completes a variety of administrative tasks as assigned, including updating and printing a variety of documents, providing monthly reports the General Manager, etc.

EXPERIENCE, KNOWLEDGE, SKILLS, AND ABILITIES
The following are the minimum levels required to successfully perform the Essential Job Duties and Responsibilities:

• A high school diploma or its equivalent is required.
• Two years of experience in front desk/receptionist duties and/or customer service duties is required.
• Strong math skills required. Ability to use a 10 key calculator preferred.
• Minimum 1-2 years’ experience supervising three or more employees preferred.
• Excellent interpersonal communication skills.
• Interact effectively with the senior population residing at an independent retirement community.
• Ability to develop a high degree of trust with residents.
• Reliable, flexible, and willing to help wherever needed.
• React quickly to emergencies and remain calm.
• Read, write, speak, and understand English and follow oral and written directions.
• Ability to multi-task and stay organized and focused in a fast paced, changing environment.
• Ability to use a computer, email, and proficient with Microsoft Office (Excel, Word, Publisher, etc.).
• Demonstrate a high degree of initiative, judgement, discretion, and decision making.
• Consistently demonstrate teamwork and positive day-to-day work relationships and interactions with co-workers, managers, and residents.

Typical schedule with varying shifts of 7:00a.m. - 3:00p.m., 1:00p.m. – 9:00p.m., depending on the day of the week (typically, Tuesday - Saturday).

We look forward to connecting with you soon!

Courtyard Village Team

Job Type: Full-time

Pay: $19.00 - $21.00 per hour

Benefits:

• Employee discount
• Paid time off
• Referral program

Schedule:

• Holidays
• Weekend availability

COVID-19 considerations:
To keep our staff, residents, and visitors as safe as possible, everyone is required to wear a mask while inside the building (we follow Oregon State mandates and guidelines)

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Required)
• Supervisory: 1 year (Required)
• Microsoft Office: 2 years (Required)

Language:

• English (Required)

Work Location: One location

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