Lead Concierge

Arbor-Terrace-Fulton; Fulton (MD); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Free meal for each work shift

Competitive pay rates

Paid Time Off

401(k) with employer matching

Job summary

The Arbor Company is seeking a Lead Concierge to oversee the Front Desk and ensure residents, families, visitors, and prospective residents receive exceptional service from the moment they enter our community.

You will lead the Front Desk team, coordinate staffing hours (8:00 AM–8:00 PM daily), and maintain schedules, logs, and resident information while upholding high hospitality standards for a warm, welcoming environment.

Qualifications

• High school diploma or equivalent.
• Front desk, concierge, hospitality, administrative, or customer service experience.
• Experience leading, coordinating, or scheduling a team.
• Excellent customer service and communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities while staying calm, professional and welcoming.
• Basic computer and administrative skills.
• Experience in senior living, hospitality, healthcare, or service-focused environment is a plus.

Responsibilities

• Oversee day-to-day Front Desk experience and ensure residents, families, visitors, and prospective residents receive exceptional service.
• Coordinate Front Desk staffing and maintain coverage from 8:00 AM–8:00 PM, seven days a week.
• Maintain Front Desk schedule and assist with coverage needs.
• Track and reconcile scheduled versus actual hours worked.
• Help ensure Front Desk team members are trained on telephone, hospitality, and visitor protocols.
• Serve as a resource for Front Desk team members and maintain consistent standards across all shifts.
• Greet residents, families, visitors, and prospective residents warmly and professionally.
• Answer incoming calls, respond to inquiries, and connect callers with the appropriate team members.
• Coordinate resident services such as transportation, appointments, dry cleaning, and other requests.
• Receive and distribute mail, newspapers, and packages.
• Maintain Front Desk logs, resident information, appointment schedules, and other records.
• Assist with ordering office supplies, employee name tags, resident name plates, and other Front Desk needs.
• Take ownership of overall appearance and organization of Front Desk, lobby, and surrounding common areas.
• Help ensure entrances, reception areas, public restrooms, and other high-visibility areas remain clean, organized, and welcoming.
• Coordinate with other departments when housekeeping or maintenance attention is needed.
• Maintain community materials, refreshments, newspapers, and other hospitality touches that contribute to an exceptional first impression.
• Route sales and marketing inquiries to the appropriate team member.
• Provide prospective residents and families with community information and materials.
• Welcome walk-in prospects and connect them with the appropriate sales team member.
• Assist with tours when needed and help ensure prospective residents and families receive a warm, professional experience.
• Maintain an adequate supply of community newsletters, calendars, brochures, and other informational materials

Skills

Customer service

Communication skills

Organizational skills

Team leadership

Front Desk experience

Hospitality experience

Education

High school diploma or equivalent

Job description

Lead Concierge

Full-Time | Front Desk Leadership

Are you a hospitality-focused professional who loves creating a welcoming environment while keeping a team organized and running smoothly?

Join The Arbor Company as a Lead Concierge and become an important part of the resident, family, and visitor experience. In this role, you'll serve as the lead for our Front Desk team while helping ensure our community provides exceptional service and a warm welcome every day.

Are you ready to love your job again?

Join The Arbor Company and discover a work family where you are treated with respect. We are recognized by our team members as a Great Place To Work® and are proud to be recognized by Fortune as one of the Best Workplaces in Aging Services.

Arbor People feel the love every day because we provide:

• Free meal for each work shift

• Competitive pay rates

• Paid Time Off, plus the ability to turn PTO into cash

• Options to get paid on your own schedule

• Employee Assistance Program – wellness resources for you and your family

• Medical, dental, and vision insurance

• 401(k) with employer matching contributions

• Tuition assistance

• Student loan repayment assistance

• Access to emergency financial assistance

• Pathways for growth opportunities

• A Certified Great Place to Work® culture

As a Lead Concierge at The Arbor Company, your work matters. Here's why:

You’ll oversee the day-to-day Front Desk experience and help ensure residents, families, visitors, and prospective residents receive exceptional service from the moment they enter our community.

Front Desk Leadership & Staffing

• Lead and support the Front Desk/Concierge team while setting expectations for exceptional customer service

• Coordinate Front Desk staffing and maintain coverage from 8:00 AM–8:00 PM, seven days a week

• Maintain the Front Desk schedule and assist with coverage needs

• Track and reconcile scheduled versus actual hours worked

• Help ensure Front Desk team members are trained on telephone, hospitality, and visitor protocols

• Serve as a resource for Front Desk team members and help maintain consistent standards across all shifts

Hospitality & Resident Services

• Greet residents, families, visitors, and prospective residents warmly and professionally

• Answer incoming calls, respond to inquiries, and connect callers with the appropriate team members

• Coordinate resident services such as transportation, appointments, dry cleaning, and other requests

• Receive and distribute mail, newspapers, and packages

• Maintain Front Desk logs, resident information, appointment schedules, and other records

• Assist with ordering office supplies, employee name tags, resident name plates, and other Front Desk needs

First Impressions

• Take ownership of the overall appearance and organization of the Front Desk, lobby, and surrounding common areas

• Help ensure entrances, reception areas, public restrooms, and other high-visibility areas remain clean, organized, and welcoming

• Coordinate with other departments when housekeeping or maintenance attention is needed

• Maintain community materials, refreshments, newspapers, and other hospitality touches that contribute to an exceptional first impression

Sales & Marketing Support

• Route sales and marketing inquiries to the appropriate team member

• Provide prospective residents and families with community information and materials

• Welcome walk-in prospects and connect them with the appropriate sales team member

• Assist with tours when needed and help ensure prospective residents and families receive a warm, professional experience

• Maintain an adequate supply of community newsletters, calendars, brochures, and other informational materials

You’ll be great on this team because you have:

• A high school diploma or equivalent

• Previous front desk, concierge, hospitality, administrative, or customer service experience

• Experience leading, coordinating, or scheduling a team is strongly preferred

• Excellent customer service and communication skills

• Strong organizational skills and attention to detail

• The ability to manage multiple priorities while maintaining a calm, professional, and welcoming presence

• Basic computer and administrative skills

• Experience in senior living, hospitality, healthcare, or a service-focused environment is a plus

If you're an organized, dependable leader who loves helping people and creating an exceptional first impression, we'd love to meet you!

Our people and our residents are at the center of our universe. We can’t wait to meet you!

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