Concierge and Service Attendant

Job description

The Mather in Evanston is an award-winning senior living community and a recognized leader in luxury wellness living. We are seeking a full-time **Concierge and Service Attendant** who is passionate about hospitality, resident engagement, and creating exceptional experiences for older adults. This dual-role position combines front desk concierge services with hands-on resident support, event assistance, and community engagement. In this role, you'll welcome residents and guests, answer phones, coordinate services, respond to resident requests, support community programs and events, assist with resident transportation and well-being checks, and provide exceptional customer service throughout the community. The ideal candidate enjoys building relationships, thrives in a self-directed team environment, and can successfully balance administrative responsibilities with active physical work. Strong communication, organization, multitasking, and technology skills are essential, including proficiency with Microsoft Office, work order systems, and the ability to set up, operate, and troubleshoot audiovisual (AV) equipment for resident events, educational programs, and community meetings. This is an active role that includes setting up and breaking down event spaces, delivering packages, moving supplies and AV equipment, and frequently lifting and carrying items up to 25 pounds. Through every interaction, you'll help create meaningful experiences and enhance the experiences for residents at The Mather. **This is a full-time, hourly position that requires flexibility to work weekends and holidays. The role combines both Service Attendant and Concierge responsibilities. The regular schedule includes Service Attendant shifts on Sundays and Mondays from 8:30 a.m. to 4:30 p.m., along with Concierge shifts scheduled on flexible days and hours based on community needs, including evenings, weekends, and holidays. Candidates must be comfortable with a variable schedule and adapting to the changing needs of a dynamic, resident-focused environment.** **ESSENTIAL FUNCTIONS (as a Concierge):** - Coordinates concierge schedule and daily responsibilities. - Maintains systems for secure storage and distribution of keys and key cards used by concierge and other experience centers. - Provides administrative support for the update, storage and distribution of directories, Concierge handbook, safety and emergency procedures, parking assignments, training materials and participation, and other documents necessary to provide exceptional and efficient concierge services. - Listens to resident concerns and requests; guides to existing solutions, communicates issues to appropriate experience centers; follow up to ensure positive and meaningful experiences for residents. - Maintains system to receive, record, store and distribute packages. - Provides transportation reservation service. - Maintains daily check log, service log and other pertinent records. - Completes incident reports for emergencies; and feeds forward non-emergency information to assure efficient communication between concierges, supervisors and other experience centers. - Ensures proper programming, resetting and functioning of emergency pendants; responds to pendant alarms; and monitors building entrances for safety/security. - Coordinates guest suite process to ensure exceptional experiences for guests including reservations, check-in and check-out, key cards and housekeeping; maintains calendars; sends reminders to experience centers and creates billing summaries for accounting. - Identifies areas for improvement, proposes possible solutions, and participates in data collection and process changes as part of the Quality Assurance Process Improvement process. **ESSENTIAL FUNCTIONS (as a Service Attendant):** - Setting and resetting rooms for programs and events; including tables, chairs and miscellaneous furniture items; audio visual equipment and laptop computers as needed; decorative or theme items, etc. - Assisting residents with lockouts and conducting well-being checks; analyzing the situation and subsequently addressing residents’ needs in a timely, professional manner and taking appropriate steps to ensure their safety and satisfaction. - Carrying and delivering items and packages; delivering birthday balloons and cards from The Mather to our residents. - Using Microsoft Outlook or other software as implemented, complete room reservations and coordinate work orders for assistance by other experience centers (such as building services, housekeeping and culinary services). - Responds in a timely manner to radio requests requiring immediate attention. - Functions as back-up to concierge desk staff to provide relief during break periods or in other emergency or unforeseen situations such as call-offs or other unplanned absences. - Completes daily check-in report. - Assisting different experience centers with special events. - Assist with audio/visual set ups such as movies, virtual meetings and presentations. **QUALIFICATIONS AND SKILLS** Required: - Willingness to be part of a self-directed team. - Service orientation with excellent interpersonal skills; ability to multi-task. - Ability to set up, operate, and troubleshoot audiovisual (AV) equipment and technology to support resident events, educational programs, community meetings, and special events. - MS Office proficiency and work order software systems. - Ability to prioritize and organize multiple demands on time and projects. Preferred: - Experience working with older adults. - Concierge services experience. - Experience with hospitality services. ***The hourly base wage range provided is a good faith estimate of what Mather reasonably expects to pay for this position at the time of the posting. The actual hourly rate offered will be determined based on a variety of factors, including but not limited to relevant skills, certifications, years of experience, geographic location, and current market conditions.* *At Mather, we are committed to being inclusive, resilient, bold, and impactful—and that includes offering a total rewards experience designed to support our team members. This position may be eligible to participate in Mather’s benefit plan and the Team Member Appreciation Fund, if applicable. Eligibility for benefits is dependent on employment status and hours worked per pay period. Participation in the Team member Appreciation Fund is not guaranteed and may vary based on factors such as hire date and program eligibility requirements. All benefits are subject to change without notice.*** Hourly Pay Range $20—$22 USD **Benefits** Mather offers a competitive benefits package.\* Team members are eligible for: - A generous paid time off (PTO) program including vacation days/personal days, sick days, and holidays. This is an “earn-as-you-go” plan that rolls over year to year, offering long- and short-term flexibility. - A 401(k) program with per pay-period employer match and annual employer contribution (available to those age 21 or better) - Convenient, subsidized parking (or public transportation for certain locations) - Wellness Spending Account: up to $300 available annually for Wellness related expenses such as gym memberships, financial planning, etc. Benefits-eligible team members can take advantage of: - Medical, dental, and vision plans - Paid Parental Leave - Adoption Assistance Reimbursement - Tuition reimbursement for continuing education - Extended illness benefits - Employee wellness programs - Short- and long-term disability insurance - Life insurance - free to all team members \*Benefits are subject to change without notice. Benefits details dependent on employment status. **About The Mather:** The Mather is a Life Plan Community for those age 62 and better located in Evanston, Illinois, close to the charming downtown district and an abundance of public transportation. The Mather includes 240 independent living apartment homes, as well as assisted living, memory care, long-term care, and rehabilitation services, along with multiple restaurants, a fitness center, art studio, gardens, and more. The Mather is located at 425 Davis Street in Evanston. **About Mather** Based in Evanston, Illinois, Mather is a unique, non-denominational, not-for-profit organization founded in 1941. Dedicated to developing and implementing Ways to Age WellSM, we create programs, places, and residences for today’s young-at-heart older adults. Mather has received a national certification as a Great Place to Work®, and has been selected as a Nation’s Best and Brightest in Wellness Award recipient four years in a row. Mather is an equal opportunity/affirmative action employer committed to an inclusive workforce. Candidates will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic under applicable law.