Resident Services Manager

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The Resident Services Manager manages Security Officers and Concierge. This position is
responsible for maintaining a safe and secure community for residents and staff. Security
management responsibilities include supervising response to medical alerts and supervising and
reviewing the response to fire and intrusion alarms, accident and incident investigation and
reporting. Serves as Risk Management lead for the community in partnership with the
Executive Director and Corporate Risk Management team. Trains and educates cabinet
members and other leaders on all life safety, risk management, and subsequent skills to
disseminate to their respective departments. Concierge management responsibilities include
ensuring concierge staff is properly trained and understands the expectations for greeting guests
and visitors in a professional and friendly manner; all residents and guests of the community
are provided with appropriate direction within the community; all resident questions are
answered, and simple resident needs are met; and all incoming calls are received and directed.

Principal Accountabilities / Essential Job Functions:
* Management of the Security and Concierge staff, which includes interviewing, hiring,
training and development, counseling, performance evaluation, functional development,
disciplinary action and terminations.
* Manages department scheduling, time keeping records, staff certifications, and required
training records, as well as approval of PTO and management of timecards in the
timekeeping system.
* Manages and addresses escalated issues and responds to escalated questions pertaining
to concierge services and security. Ensures the Director of Resident Services is kept
abreast of the issues.
* Management of the Security department operations, ensuring 24/7 First Responder
coverage for the community.
* Management of Concierge services to ensure coverage for the community.
* Partners and supports Director of Resident Services in negotiating positive outcomes to
challenging resident situations.

Assists the Director of Resident Services with managing the contract for valet services.
At the Silverstone community, also assists with managing the contract for salon
services.
* Assists the Director of Resident Services with new resident orientation as assigned.
* May perform American Red Cross standards for CPR, use Automated External
Defibrillator (AED), and render First Aid in emergency situations.

* Education: High school diploma or G.E.D. equivalent is preferred.
* Work Experience: Minimum 5 years progressive experience in a high-quality hotel,
country club or senior living company is required. Previous supervisory experience is
required.
* Licensure / Certification: Must possess a valid and current driver's license, where
applicable. Current American Red Cross CPR and First Aid certifications are required
or must be willing and able to become American Red Cross CPR and First Aid
certified. External Defibrillator (AED) certification is preferred. OSHA, FEMA and
other certifications (e.g. International Foundation for Protection Officers) is preferred.