Position Summary:

As the Resident Experience & Lifestyle Concierge, you will play an integral role in creating an extraordinary experience for future and current residents. From the time a resident reserves their home through move-in and beyond, you will build meaningful relationships, provide personalized support, create opportunities for connection, and help residents feel part of the community.

This position combines resident relations, lifestyle programming, hospitality, move-in coordination, and sales support. The ideal candidate is highly personable, organized, proactive, and passionate about creating memorable experiences and meaningful connections.

Essential Duties and Responsibilities:

Future Resident Engagement & Move-In Support

•         Build and maintain strong relationships with future residents, current residents, and their families through regular and personalized communication.

•         Learn residents' interests, preferences, families, hobbies, goals, and individual needs to create a personalized experience.

•         Maintain regular communication with future residents throughout the pre-opening and move-in process to keep them informed, engaged, and excited about the community.

•         Assist future residents with move planning, including providing resources for movers, downsizing, estate sales, donations, packing, utilities, address changes, furniture placement, and other move-related needs.

•         Coordinate and support resident move-ins, including welcome activities, orientation, community introductions, dining information, lifestyle opportunities, and post-move follow-up.

•         Provide regular construction and community updates to future residents in collaboration with Sales, Marketing, and community leadership.

•         Maintain relationships with waitlist members through regular communication, events, invitations, and community updates.

Lifestyle Programming & Community Building

•         Plan, coordinate, and execute Encore Circle and resident events, including social gatherings, construction updates and tours, educational programs, lifestyle previews, leadership events, outings, volunteer opportunities, and other programs.

•         Create opportunities for future and current residents to meet, build friendships, and develop a sense of community and belonging.

•         Develop and support lifestyle programming based on resident interests, including clubs, educational opportunities, fitness and wellness programs, outings, volunteer opportunities, social events, and resident-led activities.

Sales & Occupancy Support

•         Partner closely with the Sales Director and community leadership to support occupancy and resident retention.

•         Maintain knowledge of community pricing, availability, floor plans, and services.

•         Assist with prospective resident tours, sales events, community outreach, referral relationships, and sales coverage as needed.

Concierge & Resident Services

•         Serve as a welcoming and professional first point of contact for residents, families, prospective residents, visitors, and callers.

•         Answer incoming telephone calls and greet visitors entering the community.

•         Assist residents with transportation scheduling, salon appointments, dining reservations, packages, vendor coordination, and other concierge requests.

•         Prepare maintenance work orders and ensure resident requests are communicated to the appropriate team member.

•         Assist with administrative duties, files, resident requests, and other traditional concierge responsibilities as needed.

Collaboration & General Responsibilities

•         Collaborate with Sales, Marketing, Operations, and community leadership to ensure a consistent and exceptional resident experience.

•         Perform other duties as assigned.

Job Requirements:

•         High school diploma or equivalent required.

•         Previous experience in senior living, hospitality, customer service, lifestyle programming, sales, event planning, or a related field preferred.

•         Strong interpersonal and relationship-building skills.

•         Excellent verbal and written communication skills.

•         Highly organized with the ability to manage multiple priorities and follow through on commitments.

•         Comfortable planning and hosting events and engaging with groups.

•         Ability to provide exceptional hospitality and personalized service.

•         Ability to learn and communicate community pricing, floor plans, services, and other sales-related information.

•         Proficiency with basic computer programs and willingness to learn community systems and CRM software.

•         Must demonstrate professionalism, discretion, reliability, and a genuine passion for serving older adults.

Core Competencies:

•         Compassion: Demonstrates empathy, kindness, and respect in every interaction with residents, families, and team members.

•         Resident Focus: Promotes resident choice, dignity, independence, and well-being through person-centered care.

•         Communication: Communicates clearly, professionally, and respectfully while accurately documenting resident information.

•         Teamwork: Collaborates effectively with others to provide a seamless resident experience.

•         Adaptability: Remains flexible and responds positively to changing resident needs and daily priorities.

•         Accountability: Takes ownership of responsibilities, follows policies and procedures, and demonstrates reliability.

•         Attention to Detail: Observes changes in resident condition, maintains a safe environment, and completes work accurately.

Required Travel:

Travel is not required.

Physical Requirements:

Must be able to perform the essential functions of the position, including standing, walking, bending, reaching, and moving throughout the community for extended periods. Must be able to lift and carry up to 25 pounds, assist with the setup and breakdown of events and resident welcome activities, and operate standard office and event-related equipment. The employee must be comfortable working in senior living, office, community, and occasional outdoor environments that may involve exposure to infectious diseases and varying noise levels.