Concierge

Ann Arbor, MI, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $16.00 - $19.75

Work Schedule

Standard Hours

Benefits

Medical insurance

Dental Insurance

Vision Insurance

Life insurance

Disability insurance

retirement savings plan

Employee assistance program

Paid Time Off

Sick Time

Holiday pay

Tuition Reimbursement

Flexible pay options

Job Description

Sunrise Senior Living is a renowned provider of senior care services known for building meaningful relationships and empowering residents to live longer, healthier, and happier lives. Recognized repeatedly as a Great Place to Work®, Sunrise has earned this prestigious workplace designation nine times, reflecting its vibrant culture and dedication to employee satisfaction and community service. Sunrise Senior Living specializes in offering quality assisted living, memory care, and related services to seniors in various locations, including Sunrise of Northville. The company is committed to upholding the sacred value of human life through its mission, principles of service, and core values, making it a fulfilling and impactful place to work.

The Concierge role at Sunrise of Northville is a critical frontline position that serves as the first impression and initial point of contact for potential residents, families, and visitors. This full-time role involves greeting guests warmly, managing communications, and supporting the community’s sales, marketing, and administrative activities. The Concierge acts as a community ambassador by providing information, coordinating appointments, facilitating recruitment processes, maintaining safety protocols, and ensuring a welcoming environment through front desk and bistro area management. This position plays an essential part in the resident move-in process, risk management programs, and team engagement initiatives, embodying the company’s service standards and values.

In this position, you will be responsible for managing telephone lines and face-to-face interactions with promptness and professionalism. You will assist the Director of Sales and the Executive Director by handling initial inquiries from potential residents and families, supporting recruitment efforts by directing candidates to apply and tracking applicant data, and maintaining marketing materials. Additionally, you will ensure the front desk and bistro remain clean, well-stocked, and conducive to a positive atmosphere. Safety and risk management duties include compliance with occupational health and safety regulations, maintaining emergency rosters, and overseeing resident safety procedures.

This role demands excellent organizational skills, the ability to handle multiple priorities, effective communication, and a strong sense of judgment and problem-solving. Candidates should have a high school diploma or GED, proven customer service experience, and proficiency in essential computer applications including Microsoft Office and Sunrise’s proprietary systems. The company encourages team involvement and active participation in training and engagement programs aimed at improving service quality and work environment.

Sunrise Senior Living offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance plans, retirement savings plans, employee assistance and discount programs, paid time off, and tuition reimbursement opportunities. Additional perks include access to flexible pay options such as myFlexPay, which allows employees to receive earnings shortly after their shifts. The company emphasizes career growth and a positive workplace culture where employees can thrive while making a meaningful difference in residents' lives. Employment is subject to health screenings and compliance with applicable laws, including vaccination mandates where required.

Joining Sunrise Senior Living means taking the next step in your career to contribute to a cause that matters deeply while enjoying the support and rewards of a Great Place to Work®. The Concierge role is ideal for those seeking an engaging, dynamic position that combines customer service, administrative responsibilities, safety oversight, and teamwork in a senior living community setting.

Job Requirements

High school diploma or GED
Proven customer service experience
Proficiency in computer skills including Microsoft Office and proprietary Sunrise systems
Ability to maintain confidentiality and professionalism
Strong communication skills
Ability to manage multiple tasks simultaneously
Willingness to participate in required training programs
Compliance with health and safety protocols
Ability to work collaboratively in a team environment
As applicable, team members who drive Sunrise vehicles must understand key safety duties

Job Qualifications

High school degree/GED
Proven customer service experience and skills
Proficiency in computer skills, Microsoft Office (Windows, Outlook, Excel), and Sunrise applications with the ability to learn new applications
Ability to handle multiple priorities
Possess written and verbal skills for effective communication
Demonstrate good organizational, time management, and follow through skills
Possess accurate record keeping skills
Demonstrate good judgment, problem solving and decision-making skills

Job Duties

Oversee the community entry area for visitors, guests, and residents, extend a warm welcome and greeting, offer and provide beverages to visitors and guests, and ensure that the community safety protocols are in place
Contact the Director of Sales, Executive Director, or Department Coordinator to meet with prospective residents, families, or visitors and ensure wait times are minimal
Greet potential candidates interested in learning more about Sunrise careers and job openings at the community and direct candidates to apply online or capture the candidate information into the Applicant Tracking System to launch the recruitment process
Answer incoming telephone calls and resident calls within two-three rings with the appropriate community greeting message and identification
Take complete messages with pertinent information and communicate messages to the intended recipient
Offer and provide a community overview to the caller, determine who to forward the caller to, and notify the caller who they are being transferred to
Manage appointments for residents and family members such as hairdresser, transportation, etc.
Send get well cards to residents in the hospital
Order Memory Flower for any residents that have passed away
Send sympathy cards to families and/or responsible parties as needed
Order flowers and name plates for new residents prior to move in
Order guest meals for resident and family for day of move in
Create and maintain marketing and move-in packet inventory as needed
Support the Director of Sales by taking and handling initial inquiry calls with potential families and residents and encourage and build interest in Sunrise Senior Living
Assist the Director of Sales with Customer Relationship Management lead tracking database entry, if applicable
Perform other administrative duties pertaining to the resident move-in process
Keep desk and entry area neat and organized
Check Bistro regularly for cleanliness, ensure fresh coffee, fruit, popcorn, and other snacks are available
Maintain and clean the popcorn machine daily, and restock as necessary
Keep music playing throughout the day
Ensure that another team member covers the front desk when stepping away to complete above duties
Partner with community team to ensure community is in compliance with national/provincial regulations pertaining to occupational health and safety requirements, promoting Risk Management programs and policies, and adhering to safety rules and regulations
Practice safety procedures at all times including Personal Protective Equipment, fire extinguishers, Safety Data Sheets, and Lockout Tagout procedures
Maintain the Resident Roster, Team Member Roster, and Current work schedules for emergency procedures
Champion the Safe Leaving Program and Procedures by partnering with Community Leadership to ensure the safety of our residents while meeting our Sunrise Service Standards
Respond to emergencies as indicated in Sunrise’s policies and procedures
Responsible for all guests and residents to appropriately sign themselves in and out at all times
Maintain a high-risk elopement list with photograph at front desk
Heightened awareness of the entry and exit of all residents
Update resident phone list and roster daily, move-in and move-out register daily, and guest and sign-in logs as necessary
Prepare meal tickets for team members and family members and tally meal count sheets for the Dining Service Coordinator
Collect meal ticket money and account for and process money in accordance with internal business control procedures
Organize and distribute mail to residents, Executive Director, and Department Coordinators
Collect and distribute resident and community newspapers
Post and display the Daily Menu on Menu Board
Maintain resident form for miscellaneous credits and complete as directed by the Business Office Coordinator and/or Business Manager/Controller
Assist the Business Office Coordinator/HR Designee with the recruitment process by performing computer data entry tasks and other general administrative duties as assigned
Monitor and order office supplies as needed
Track and disperse team member paychecks
Participate actively as a member of a team and committed to working toward team goals
Demonstrate in daily interactions with others, our Team Member Credo
Commit to serving our residents and guests through our Principles of Service
Contribute in the overall engagement programs and processes including participating in the team member engagement survey and engagement improvement planning workshops
Attend regular meetings
Town Hall, Department Team Meetings, Cross Over, and others as directed by the Supervisor/ Department Coordinator
Maintain compliance in assigned required training and all training required by state/province or other regulating authorities as applicable to this role to ensure that Sunrise standards are always met
Perform other duties as assigned