Lead Concierge

mbk; Mesa (AZ); On-site; USD 38,000 - 46,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k matching up to 4%

Education loan assistance

Scholarships

Team Member discounts

Health and Wellness resources

Career development programs

Job summary

MBK Senior Living in Mesa, AZ seeks a Full-time Lead Concierge to oversee the Concierge desk, train staff, and ensure a premier guest experience for residents and visitors.

The role focuses on daily operations, coaching on soft skills and etiquette, and maintaining service excellence in a hospitality-driven environment.

Qualifications

• 1+ years of experience in customer service, hospitality, or a front desk role.
• Some supervisory experience preferred.
• Must be at least 18 years of age.
• High school diploma or equivalent required.

Responsibilities

• Provide daily oversight and training to Concierge team members on community policies, procedures, and service standards.
• General front desk duties: greeting visitors, answering phones, relaying messages, clerical support.
• Coach team on professional etiquette, empathy, active listening, and conflict resolution.
• Monitor service quality and give feedback to maintain hospitality standards.
• Handle escalated resident or guest issues with sound judgment and problem solving.
• Perform administrative duties like payments, budgeting for front desk supplies, and event support.
• Maintain safety and comply with regulations while supporting department leaders.

Skills

Customer service

Hospitality

Front desk

Education

High school diploma or equivalent

Job description

Lead Concierge

At MBK Senior Living, we're committed to putting people first - our residents and team members. Exceeding expectations and enriching lives drives our day-to-day. And it's all powered by Yoi Shigoto, a Japanese concept that translates to "good, quality work." It's more than a mantra. It's part of our company-wide commitment to build trust, set high standards, and develop potential in ourselves and others!

Whether you're looking for a flexible, part-time job or the pathway to a lasting career, you'll find it here at MBK Senior Living-and a whole lot more! When you join the MBK Senior Living team, you'll enjoy:

• Impacting lives and building lasting relationships
• Executing exceptional signature programs in dining, fitness, wellness, and care
• A supportive community team that encourages personal and professional growth and celebrates your success
• A fun-filled, energetic environment that's centered in hospitality and high-quality service
• Competitive salaries
• Professional development, training, and personal coaching through our Mentor, Buddy, and Executive Director in Training Programs
• Education loan assistance & scholarships
• Financial and legal services
• Team Member discounts
• Health and Wellness resources

Full-time benefits include:

• Rich benefits package including Medical, Dental, Vision and 401k matching up to 4%
• Childcare and eldercare assistance
• Flexible spending accounts

Job Description

FT Lead Concierge - Monday to Friday 7:30AM - 4PM

Job Summary:

The Lead Concierge is dedicated to forging an outstanding first impression and delivering seamless customer service. They help to shape our company's culture and ensure smooth operations by overseeing the daily workflow for the Concierge desk. They serve as a trusted, hands-on advisor, providing the team with training and coaching in essential soft skills. The Lead Concierge plays a vital, frontline leadership role in curating an exceptional, consistent experience for all customers, team members, residents, families, and professionals. Through friendly, professional, and highly service-oriented interactions, whether in person or over the phone, the Lead Concierge ensures that every touchpoint embodies MBK's mission and values, elevating the community's reputation.

Duties & Responsibilities:

• Provide daily oversight and training to Concierge team members on community policies, procedures, and service standards to ensure efficient and consistent service.
• Provide work directions to Concierge team members and delegate and/or complete administrative duties such as greeting visitors, answering phones, relaying messages, and supporting department heads and the Executive Director with clerical work.
• Coach and train Concierge team members on effective soft phone skills, including professional etiquette, empathetic communication, seamless problem-solving, active listening, and conflict resolution to enhance the team's ability to resolve resident inquiries efficiently and professionally.
• Monitor the quality of service provided by Concierge team members, provide regular, meaningful feedback to ensure community hospitality standards are maintained, and communicate performance recognition and concerns to management.
• Use sound judgement and problem-solving skills to handle escalated or complex resident or guest issues or concerns that require a higher level of expertise to resolve.
• Perform higher-level administrative duties, such as accepting payments of monthly services, managing the budget for front desk supplies, generating reports for management, and assisting with special events or activities upon request.
• Fulfill the responsibilities and perform all the duties of the Concierge job description, covering warm welcomes, first impressions, customer engagement, communication hub, resident and family support, community coordination, and operational support.
• Maintain a safe and secure environment for staff, residents, and guests in accordance with established safety standards, policies, and procedures.
• Understand and comply with Federal, State, and local regulations, as well as company policies and procedures concerning the department.
• Promote and lead with a spirit of teamwork and open communication in accordance with MBK principles and core values.
• Perform other duties or special projects as assigned or directed by the Business Office Manager, Director of Sales, and Executive Director or another designee.

Education Requirements:

High school diploma or equivalent required.

Experience Requirements (in years):

1+ years of previous experience in customer service, hospitality, or a front desk role, in a similar industry or environment, required.

Some supervisory experience, preferred.

Required Competencies/Licenses/Certifications:

Must be at least 18 years of age.

Must co