Front Desk Coordinator in Kalamazoo, Michigan at Park Village Pines

Summary: Responsible for receiving and handling the needs of guests, visitors, residents, employees, vendors, and all others as a first point of contact for PVP. Responsible for coordinating the administrative function of PVP services as the first point of contact for most transactions and interactions. Provide regular duties of support to the CEO, Business and Event Coordinator, Community Relations Manager, as well as other departments as needed.

Essential Job Duties (not limited to):

· Manage reception desk weekdays, Monday- Friday 8 am-4:30 pm

· Provide excellent customer service to residents, families, visitors, and employees.

· Develop friendships with residents and families.

· Create a warm and friendly environment for all who enter or contact Park Village Pines.

· Answer phones and transfer calls to the appropriate department.

· Serve as a backup problem solver for phone issues

· Answer in-person questions (directions, resident room #’s, mealtimes, etc.) from residents, families, visitors, and employees.

· Maintain room and phone lists of all residents. Post a large list in the entryway regularly.

· Maintain Director, Manager, and department phone lists- email to all department heads when there are updates.

· Keep the front desk, front conference room, copy room, and kitchen area clean, sanitized, neat, and organized.

· Perform specific opening and closing tasks each day.

· Ensure office supplies are in stock and order office supplies as needed (see procedure manual).

· Deliver administrative staff mail to the copy room.

· Sort mail for residents and email the Activities team when it’s been completed.

· Email Directors when they have packages that have been delivered.

· Call in work orders as requested or observed.

· Responsible for maintenance of or scheduling of office equipment such as copy machine, monitor shredding pick-up needs, and ensure overall office needs run smoothly.

· Monitor resident sign-in sheets. File a week at a time, print blank copies to keep in the book, and provide a pen.

· Check pamphlets in the front lobby and fill business cards (all Directors/Managers) daily. Report to the Business Coordinator when the business card box is half full to place a new order.

· HFA Resident Register- review daily when there has been an admission or discharge. Update forms accordingly.

Administrative Support:

· Assist the CEO with Board of Directors relations, correspondence, and binders; marketing and other assistance as needed (see procedure manual).

· Assist Business and Events Coordinator with basic clerical aspects of accounting, such as Excel data transfers, the entire Petty Cash process, and Resident Fund Accounts (see procedure manual).

· Assist Community Relations Manager (CRM) with the ability to give standard explanation of PVP and/or answer questions as asked; serve as first point of contact for potential residents’ families before handing off to CRM; be well-versed in providing tours for walk-ins or when necessary to fill in for CRM (see procedure manual).

· Assist with mail merges for resident and family mailings, accounting, marketing, fund development, community relations, and any other department as needed (see procedure manual).

· Assist Leadership Team and Management Team as needed.

· Problem- solve and ask when the answer is unknown.

Resident Relations:

· Direct residents to the proper staff when needed.

· Ability to de-escalate resident situations when necessary and alert the Resident Care Director.

· Develop and maintain friendships with residents and families.

Job Requirements:

· High School Diploma or equivalent, plus a minimum of one year of administrative experience required.

· Excellent communication and human relations skills with Residents, Families, Visitors, Employees, and all who enter PVP.

· Above-average knowledge in MS Word, Excel, PowerPoint, and Outlook.

· Excellent attention to detail.

· Ability to problem-solve unique situations.

· Comfortable with and proficient in multi-tasking between visitors, residents, employees, phones, etc.

· Ability to manage the overall function of the front reception area.

· Self-starter

· Comfortable working with seniors with health issues.

· Ability to lift a minimum of 25 pounds, bend/twist, sit for extended periods of time, and walk up to 10 minutes at a time.

Adhere to all policies and procedures as stated in the employee handbook.