Concierge Night

Hawthorn Senior Living; Collierville (TN); On-site; USD 17,000 - 22,000; Full time

Job summary

Hawthorn Senior Living in Collierville, TN is seeking a Night Shift Concierge to respond to resident emergency calls, perform general housekeeping and maintenance tasks, and support Community Managers in daily operations.

This role requires good English communication, solid computer skills (Word/Excel), and a customer-service mindset. You will work in a busy community, collaborate with staff, and help ensure resident dignity and safety.

Qualifications

• Meet all state requirements applicable for the Night Shift Concierge position.
• Experience in computer use and relevant software applications; Word and Excel preferred.
• Support the Community Managers in day-to-day operations.
• Prior experience with customer service.
• Professional, patient, and creative attitude; ability to think outside the box.
• Communicate effectively in English with residents and staff.
• Demonstrates respect for all individuals and works well in a busy environment.

Responsibilities

• Regular on-site attendance and punctuality as scheduled.
• Answer telephone promptly and relay messages.
• Greet residents, guests, vendors and visitors courteously.
• Perform simple maintenance and basic office tasks.
• Assist residents and coordinate with staff to resolve concerns.
• Maintain records confidentially and adhere to policies.
• Work weekends, holidays and overtime as assigned.
• Uphold safety standards and a positive team attitude.

Skills

Customer service

English communication

Computer skills

Critical thinking

Multitasking

Teamwork

Time management

Problem solving

Tools

Word

Excel

Job description

Description

GENERAL DESCRIPTION OF POSITION

Promptly respond to resident emergency calls in a calm, helpful manor. Complete designated general housekeeping and maintenance assignments. This position is considered a universal employee worker and will be crossed trained in other positions as directed by the Community Managers and/or Regional Director.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES & BEHAVIORS

• Meet all state requirements applicable for the Night Shift Concierge position.
• Experience in computer use and relevant software applications; Word and Excel preferred.
• Support the Community Managers in the day-to-day operations of the Community.
• Prior experience with customer service
• Embodies a patient and creative attitude with the ability to “think outside the box.”
• Demonstrates a commitment to and respect for all individuals.
• Able to communicate effectively in English, both verbally and in writing, with residents and staff.
• Builds on basic learning and carries it from one situation to another.
• Demonstrates critical thinking skills in problem solving and decision making.
• Asks questions and seeks assistance.
• Takes responsibility to eliminate the source of problems.
• Ability to prioritize and organize multiple work duties.
• Demonstrates excellent communication skills, taking into consideration body language, filters, listening, paraphrasing and questions with co-workers and residents of diverse ethnic and cultural backgrounds.
• Demonstrates ability to work efficiently and pleasantly in an extremely busy work environment, to deal with difficult situations in a calm manner and be a team player.
• Ability to work under time constraints and meet department deadlines.
• Serves as a role model for all employees by displaying a responsible, cooperative and positive attitude.
• Represents the company and the community in a professional, courteous and friendly manner.

SUPERVISORY RESPONSIBILITIES

• None

ESSENTIAL DUTIES AND RESPONSIBILITIES

(All essential duties and responsibilities are to be performed within scope of practice per state or provincial regulations).

• Regular, on-site, attendance and punctuality is required as scheduled.

• Takes responsibility for maintaining current knowledge of the Hawthorn Senior Living Employee Handbook.
• Adheres to all company policies, procedures and standards.
• Maintain personnel, resident, and business proprietary and/or confidential records/material in strict confidence.
• Maintain a strict code of ethics related to matters of business operation, finances and confidentiality of all aspects of the business.
• Promptly answer telephone, directing calls to appropriate person or recording messages accurately and promptly and relaying the message to appropriate person.
• Graciously greet all residents, guests, vendors and visitors entering the Community, politely assisting as necessary.
• Cleaning and simple maintenance skills will be required.
• Politely and patiently assist residents as needed or ensure that another available, appropriate employee can promptly assist residents.
• Maintain a friendly and positive attitude at all times.
• Continually treat residents with respect and ensure resident dignity is preserved at all times.
• Support Community Management Team in dealing with any unresolved concerns with residents, residents’ family members, guests or vendors.
• Monitor fax machine and promptly direct incoming communications and fax confirmation sheets to appropriate person.
• Monitor resident call light (Emergency call) system and respond.
• Work in a team setting with commitment and respect for all individuals in compliance with Hawthorn’s Cooperation and Team Work Policy on a continual basis.
• Regularly work with management, co-workers, residents, residents’ family members and members of the public in a positive and constructive manner.
• Adhere to all Hawthorn policies, procedures, and standards.
• Ensure compliance with designated Night Shift Concierge full-time work schedule as regular, reliable attendance and punctuality are required.
• Work weekends, holidays and overtime hours as assigned by the Community Managers.
• Comply with all Hawthorn safety standards and exercise all duties in a manner designed to eliminate harm to you or to others.
• Perform simple, routine maintenance of office equipment.

OTHER DUTIES AND RESPONSIBILITIES

• Performs all work assigned for the agreed-upon hourly wage, accepting no additional payment or non-perishable gifts from residents, vendors, community management, or others.
• Use timekeeping system to report hours worked on a daily basis, as well as the start and stop times of your meal periods.
• Meets the assigned work requirements of the job.
• Adheres to dress/appearance code. Changes in attire may be dictated by special occasion or weather conditions. If you have questions, check with your Manager.
• Promotes resident advocacy and demonstrates excellent customer service at all times.
• Serves as a role model for all employees by displaying a responsible, cooperative and positive attitude.
• Represents the Company and the community in a professional, courteous, and friendly manner when in the public.

• Understands safe and proper chemical use and adheres to safety protocols. This includes using personal protective equipment when necessary.

• Attends conferences, training sessions, and managerial meetings as required.
• Maintain personnel, resident, and business proprietary and/or confidential matters/material in strict confidence with management of the company (and/or other company staff as needed).
• Performs other Community staff members’ duties, if necessary, for the continuous operation of the Community.
• Performs other duties as assigned by the Community Managers.

• Employment offers are contingent upon successful completion of pre‑employment background checks, employment verification, and reference checks, as permitted by law. Hawthorn Senior Living is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.
• At Hawthorn Senior Living, we offer competitive compensation and a robust benefits package designed to support our employees' well‑being. Benefits may include paid time off; medical, dental, vision, and disability coverage; and supplemental life insurance. Eligible employees may also participate in a 401(k) plan with a company‑determined match and have access to an Employee Assistance Program (EAP). Beyond benefits, we are proud of our unique culture and enjoy celebrating our team throughout the year.