Concierge Services Manager

The Concierge Services Manager's primary duty is managing the front desk and concierge department within the senior living community. This position directs the Receptionist/Concierge team, makes departmental staffing decisions, establishes service and performance standards, ensures dependable front desk coverage, and remains accountable for the overall success of front desk operations. The Concierge Services Manager may also work assigned front desk shifts or provide operational coverage as needed while continuing to supervise the department. The position supports resident and family satisfaction, sales and move-in activities, administrative operations, and community hospitality and reports to the Executive Director.

Supervisory Responsibilities:

• Directly manages the Receptionist/Concierge department and customarily and regularly directs the work of at least two full-time employees or their equivalent.
• Has authority to recruit, interview, select, hire, discipline, suspend, and terminate Receptionist/Concierge employees, in consultation with the Executive Director and Human Resources and in accordance with company policies and applicable law.
• Plans and assigns work; prepares and approves schedules; reviews attendance and timekeeping; approves or denies time-off and shift-change requests; and ensures appropriate staffing for all shifts, weekends, and holidays.
• Evaluates employee performance, establishes goals and expectations, provides coaching and training, administers corrective action, and makes decisions or recommendations regarding promotion, pay, advancement, and other changes in employment status.
• Conducts regular team meetings and training related to customer service, conflict resolution, emergency procedures, communication standards, front desk protocols, and company policies.

Duties/Responsibilities:

• Plans, directs, and controls the daily operations of the front desk and concierge department and remains responsible for departmental performance, service quality, staffing, and operational results.
• Exercises independent judgment in prioritizing departmental needs, responding to service issues, allocating staff resources, and determining when and how operational coverage will be provided.
• Works assigned front desk shifts or provides coverage when needed; while performing front desk duties, continues to direct employees, make management decisions, and remain responsible for the success of department operations.
• Develops, approves, updates, and communicates the front desk schedule and independently coordinates coverage for call-outs, vacancies, approved time off, shift changes, weekends, and holidays.
• Reviews and approves departmental timecards and maintains accurate records of schedules, attendance, shift changes, coverage commitments, call-outs, vacancies, and other staffing activity.
• Monitors departmental supplies, equipment, service needs, and operational expenses; identifies concerns and makes recommendations to the Executive Director regarding resources and process improvements.
• Establishes, implements, and enforces departmental service standards, performance expectations, communication procedures, workflows, and resident-focused hospitality practices.
• Monitors the overall resident and family experience at the front desk, responds to service concerns, and promptly communicates clinical, safety, or operational concerns to the appropriate department.
• Serves as a primary point of contact for residents and families regarding concierge requests, community information, transportation coordination, dining or event reservations, and other lifestyle-related needs within the scope of the role.
• Maintains a warm, professional, organized, and welcoming lobby environment, including oversight of front desk presentation and community hospitality areas assigned to the department.
• Greets residents, families, prospective residents, visitors, vendors, and guests and provides appropriate direction, information, or assistance.
• Answers, screens, and directs telephone calls; ensures accurate messages, timely follow-up, and consistent handling of the community's primary communication touchpoints.
• Assists prospective residents and families when the sales team is unavailable, provides approved community information, coordinates or supports tours as directed, and promptly routes inquiries and leads to the appropriate sales team member.
• Supports the logistics of new resident move-ins, including coordination of approved welcome items, nameplates, front desk notifications, and communication with appropriate departments.
• Receives, records, secures, and distributes mail, documents, packages, deliveries, and other items in accordance with community procedures.
• Coordinates administrative requests from residents and community departments and assists with filing, data entry, document preparation, recordkeeping, supply organization, and other clerical support.
• Ensures front desk staff follow established visitor management, security, emergency preparedness, confidentiality, and incident-notification procedures.
• Coordinates effective shift handoffs and maintains clear communication regarding resident concerns, pending requests, visitors, incidents, maintenance issues, and community updates.
• Coordinates with other department leaders and assigns appropriate administrative or operational support during lower-volume periods while ensuring that front desk responsibilities and departmental leadership remain the priority.
• Maintains confidentiality of resident, employee, and company information and handles sensitive matters with discretion.
• Performs other duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal, customer service, hospitality, and relationship-building skills, particularly when working with seniors and their families.
• Strong leadership, staffing, scheduling, organization, follow-through, conflict-resolution, decision-making, and problem-solving abilities.
• Ability to direct and supervise staff professionally, make hiring and termination decisions, conduct performance evaluations, provide coaching, administer corrective action, and hold employees accountable.
• Ability to manage competing priorities, remain calm during emergencies or high-traffic periods, and exercise sound independent judgment within the authority of the position.
• Ability to recognize and appropriately refer clinical, safety, maintenance, sales, or operational concerns to the responsible department.
• Working knowledge of administrative procedures, filing, recordkeeping, confidentiality, visitor management, and front desk safety practices.
• Proficient with Microsoft Office Suite, email, scheduling tools, customer relationship management systems, call systems, and related software.
• Dependable attendance and flexibility to work or assist with coverage needs, including evenings, weekends, and holidays as scheduled.
• Professional appearance and conduct consistent with a resident-centered senior living environment.

Education and Experience:

• High school diploma or equivalent required.
• Three to five years of experience in senior living, hospitality, concierge services, front desk operations, customer service, or a related service-focused environment preferred.
• A minimum of two years of direct supervisory or management experience, including responsibility for hiring, discipline, termination, scheduling, performance management, training, and service standards, is required.
• Experience supporting resident move-ins, sales inquiries, tours, or community operations preferred.

Physical Requirements:

• Prolonged periods of sitting or standing at a desk and frequent walking throughout the community.
• Must be able to lift up to 25 pounds at times.
• Must be able to communicate effectively by telephone, electronically, and in person.

Work Schedule:

• Full-time, salaried exempt position. The schedule is based on the operational and leadership needs of the community and may include assigned front desk shifts, evenings, weekends, holidays, and additional coverage. The employee is expected to work the time reasonably necessary to manage the department successfully.