Lead Concierge

Description

GENERAL SUMMARY:

The Lead Concierge plays a key role in creating a warm, welcoming, and supportive environment for residents, families, guests, and staff in a senior living community. This position oversees front desk operations, serves as a resource for residents, supports the concierge team, and ensures that services are delivered with compassion, professionalism, and efficiency. The Lead Concierge is responsible for coordinating front desk coverage, maintaining resident satisfaction, and upholding the community’s standards of care and hospitality.

PRINCIPAL DUTIES:

Essential Job Functions (Other duties may be assigned as needed):

•Provide leadership and guidance to concierge staff, ensuring consistent coverage and quality service across all shifts

•Welcome residents, families, and visitors in a warm, respectful, and courteous manner; address their needs promptly and professionally

•Support residents by offering assistance with transportation coordination, event registration, appointment scheduling, and general inquiries

•Handle and resolve resident concerns or service requests with discretion and empathy, escalating issues when necessary

•Maintain a high level of knowledge regarding community events, resident services, and care protocols to effectively communicate information

•Train new concierge team members and provide ongoing coaching to promote a culture of hospitality and service excellence

•Ensure the front desk is secure and well-maintained at the beginning and end of each shift

•Process reservations, payments, package deliveries, visitor logs, and other administrative tasks with attention to detail

•Coordinate communication between residents and departments including wellness, dining, housekeeping, and activities

•Responsible for providing coverage and support when regular staff members are unavailable due to absences, vacations, or scheduling needs.  Must be available to work weekends.

Requirements

•QUALIFICATIONS:

•High School diploma or equivalent required; some college or coursework in hospitality, gerontology, or healthcare administration preferred

•Minimum of 1–2 years in a front desk, hospitality, or senior living customer service role; leadership or supervisory experience preferred

•A warm, engaging communication style with strong interpersonal skills and the ability to relate effectively to older adults

•Proficiency with Microsoft Office, email, and electronic scheduling or resident tracking systems

•Ability to multitask, remain calm under pressure, and respond sensitively to resident needs

PHYSICAL REQUIREMENTS / WORKING CONDITIONS:

•Minimal physical effort required; approximately 75% of the workday is spent sitting, standing intermittently, and walking

•Must be able to lift and carry up to 20 pounds

•Manual dexterity needed to operate computer, phone system, and other front desk equipment

•Ability to work effectively in an environment with frequent interruptions and changing resident needs

•Must be able to communicate clearly in person, by phone, and in writing with residents, families, staff, and guests