WORKFORCE DEVELOPMENT
Empowering Front Desk and Concierge Staff with Training
By Leo Williams
A
front desk staff person at a senior living community has an enormous role. This is the first person a visi-
tor sees upon entering a community, and the last one the visitor sees when leaving. They keep a watchful eye out both for unauthorized visitors and for residents who may be seeking information or simply, a kind word. During times of crisis, he or she is often
the one to call emergency personnel, but even during standard operations, these team members can prove to be invaluable. What may appear from a distance like idle chitchat with residents, staff, and visitors, can in fact be much more. These conversations give the front desk employee a unique perspective on the overall mood of a community.
The information hub “Our concierge team has access to more information than people realize,” said Deanna Ekholm, vice president for human resources at The Waters Senior Living/ Shelter Corporation. “They are the hub that residents will just stop by and chat with. They’ll talk about how they liked their meal that day, or if they didn’t. Fam- ily members signing in and out will share things about what’s happening in the resi- dent’s life. So, it’s such a pivotal position,” said Ekholm. Front desk employees are commonly known
as “concierge” staff, which suggests that hospitality is at the heart of the position. For Jennifer Belk White, vice president of training
18 SENIOR LIVING EXECUTIVE JANUARY/FEBRUARY 2018
for Resort Lifestyle Communities, that con- nection is front and center. “Everybody on our training team has the Certified Hospitality Trainer designation through the American Hotel & Lodging Educational Institute,” said White. “That was a very deliberate choice on my part when I came on board, to ensure that the training team is made up of not just great trainers, but great hospitality trainers.” So, how do you ensure that your concierge staff members are the best they can be?
Hiring the right people According to Bruce Tracey, a professor at the Cornell School of Hotel Administra- tion, the commitment starts at the top with senior management.
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