Job Description

Join our senior living community as a Resident Liaison, where you'll serve as the primary point of contact for residents, coordinate dining reservations and orders, and provide exceptional customer service. Ideal for candidates with hospitality, administrative, receptionist, or dining services experience.

Summary of Responsibilities:

The Resident Liaison is responsible for the daily efficient operation of the phone system for the residential residents. The Resident Liaison will answer all resident phone calls promptly and professionally. The Resident Liaison will also handle all Dining Order emails and reservations in a timely fashion. The Resident Liaison will also serve as Hostess for the evening meal service.

Essential Functions/Duties:

• Answer all resident phone call.
• Check Dining Order email.
• Map out and confirm all reservations.
• Respond to any resident messages.
• Charge all to-go and room service order in Meal Suite
• Assist supervisor with any necessary paperwork.
• Assist with to-go and room service order as needed for lunch & dinner service.
• Assist supervisor in dinner service set up of Dining Rooms.
• Serve as Hostess for Evening meals.
• Always communicate with Supervisor and Managers.
• Assist with order taking and gathering of all Market Orders.
• Ensures cleanliness in all dining areas and service areas.
• Ensures all food is labeled and dated correctly according to state standards.
• Responsible for all sanitation checklists in kitchens and dining rooms.
• Operates reporting systems, including inputting counts for tracking purposes.
• Assist with end of the month resident billing.
• Knowledge of the meal Suite system.
• Keeps confidential information safe and not divulged to other parties.
• Upholds food safety standards and consistently follows handwashing, glove usage and hair net standards.
• Uses proper PPE.
• Assists with development and implementation of resident events.
• Demonstrates interest in learning additional aspect of the job and offers suggestions to improve workflow.
• Participate in and complete all required ongoing training, including monthly online and in-person training, annual skills competencies education, and role-specific certifications, to ensure continued competence and adherence to organizational and regulatory standards.

Required Skills/Abilities:

• Strong proactive and efficient work ethic.
• Ability to function in a fast-paced environment, with competing priorities and deadlines.
• Experience in and the ability to drive a performance-based culture.
• Demonstrated interpersonal communication, verbal and written.
• Comfortable and agile working with technology; Proficient in MS Office and other applications.
• Strong analytical, assessment, and problem-solving capabilities.

Core Values:

1. AMBASSADOR: Represents The Highlands at Wyomissing® in a positive light with integrity. Takes pride in our community.
2. COMMITMENT: Dedicated, adaptable, tolerant, dependable, focused, and passionate. Often does more than is required. Reports to work as scheduled and timely.
3. COMPASSIONATE: Is empathetic, mindful, and kind.
4. INNOVATIVE: Is curious. Identifies new methods and efficiencies.
5. RESULTS-DRIVEN: Has a strong sense of urgency about solving problems and completing work. Exerts unusual effort over time to achieve a goal. Maintains commitment to goals in the face of obstacles and frustrations.
6. TEAM ORIENTED: Works cooperatively and effectively with others to achieve common goals.

The Highlands’ Traditions (Customer Service Expectations):

1. SAFETY: Practices safe behaviors to ensure the safety of all.
2. KINDNESS: Projects a positive image and energy. Courteous and respectful to all. Goes above and beyond to exceed customer expectations.
3. SHOW: Takes pride in self-appearance. Stays in “character” and performs the “role in the show.” Ensures work area is show-ready.
4. EFFICIENCY: Performs role with consistency and efficiency. Uses time and resources wisely.

Position Type/Expected Hours of Work:

• This position is full-time in a health care facility that is open 24 hours a day, 365 days a year. Rotating shifts as well as weekend, holiday and work during inclement weather will be required.

Education and Experience Requirements:

• High school Diploma or GED (Required)
• 1-3 Years administrative experience (Preferred)
• SERV Safe Certificate (Preferred)
• Completion of the Highlands Hearthstone Ambassador training within 30 days of employment (Required)

Work Authorization/Security Clearances:

• Medical Screening
• Criminal History Clearance
• FBI Fingerprint Clearance (Only required if you have not lived in PA for the last 2 years)
• Immigration and naturalization (I-9) Clearance

Physical Requirements and Physical Demands:

• While performing duties of this job, the employee is regularly required to talk and hear. Visual acuity must be adequate to perform job duties, including reading information from printed sources and computer screens.
• The position is continuously required to stand and walk.
• This position frequently requires sitting, climbing, bending, crouching, squatting, crawling, kneeling, balancing, pushing/pulling, pulling with force, reaching above head, reaching above shoulder, lifting from floor level up, lifting from waist level up, lifting above shoulders/head, lifting 25 lbs., and occasionally lift and/or carrying objects weighing up to 50 lbs.

Safety Hazards and Physical Environment:

• May be exposed to blood borne pathogens - Low Risk
• May be exposed to communicable diseases
• May be exposed to extreme conditions, (i.e. heat or cold)
• May be exposed to high noise levels
• May be exposed to moving mechanical parts
• May be exposed to potential electrical shock
• May be exposed to toxic, caustic, chemicals, and / or detergents
• May be exposed to rare occasions during which it is necessary to interact with a resident exhibiting aggressive behavior.