Hospitality Associate 1

POSITION SUMMARY: The Hospitality Associate 1 is responsible for providing exceptional customer service to residents, families, guests, and staff while supporting both front desk operations and transportation needs within the Village. This position includes greeting and assisting residents and visitors, managing communication at the hospitality services desk, and driving residents to designated appointments or events. Safety, professionalism, task and time management skills and a warm, helpful demeanor are essential to this role. When not driving, the associate supports hospitality operations and administrative tasks as assigned. Quality customer service is a top priority for everyone at the Village.

RESPONSIBILITIES:

• Greeting residents, families, guests, and visitors with warmth, professionalism, and a friendly smile.
• Follow established Emergency Procedures for all medical, fire or security threats.
• Observe and report suspicious activity, safety hazards, or security concerns to management immediately.
• Monitor Carepoint, communication and safety systems, and respond appropriately. Use the assigned computer to run daily, weekly, and monthly Carepoint reports.
• Notify the Director of Wellness and clinical operations or the Director of Healthcare Operations in the event of a resident’s health emergency.
• Maintain strict confidentiality of all resident care information to ensure resident rights are protected.
• Support the flow of communication within the Village; receive and relay messages accurately.
• Answer telephone calls; determine nature of call and direct calls to the appropriate individual or department.
• Perform daily resident support tasks, including mail, food and grocery deliveries, shipping and receiving packages, making copies, password resets, A/V activity support, and assisting with resident requests.
• Direct transportation calls as needed, and book appointments as requested. Coordinate transportation services between residents and drivers. Schedule Uber transportation for residents as needed in alignment with department policy.
• Drive residents in the organization’s car or the 14-passanger shuttle bus (No CDL required).
• Follow all safety rules, including road laws and hands-free cell phone driving.
• Drive residents on and off campus, including doctor’s appts, weekly grocery trips and special events.
• Aid residents as needed, including offering a hand/arm when entering or exiting vehicles.
• Keep vehicles clean; complete daily vehicle inspections; ensure gas tank is at least half full at the end of shift.
• Enforce parking policies and provide directions/information to guests and residents.
• Create maintenance/housekeeping workorders when notified by residents of need.
• Maintain the lost and found.
• Adhere to staffing schedules and instructions according to established policies and procedures.
• Collaborate with other departments regarding evening and weekend needs.

SPECIFIC EDUCATIONAL / VOCATIONAL REQUIREMENTS:

• High school diploma or GED required.
• Valid U.S. driver’s license with safe driving record (annual driving record required).
• Minimum 1–2 years of professional driving/front desk experience.

JOB SKILLS:

• Strong customer service skills with a cheerful, professional demeanor.
• Must be able to read, write, speak, and understand English.
• Ability to make independent decisions when necessary.
• Ability to consistently deal tactfully with residents, families, staff, and visitors.
• Ability to work well in a team environment.
• Strong multitasking skills in a busy environment.
• Working knowledge of Microsoft Word, Outlook®, and willingness to learn new applications.
• Professional phone manners and strong interpersonal communication skills.
• Must be able to drive safely both on campus and on busy streets and highways, in a manner that prioritizes resident safety and experience.

ENVIRONMENTAL FACTORS & PHYSICAL DEMANDS:

• Ability to lift walkers/rollators into vehicles or onto a shuttle bus.
• Walking to apartments; ascending/descending stairs; prolonged walking.
• Must be able to safely drive vehicles up to the size of a large van, including entering and exiting the vehicle, and driving in dark and/or inclement conditions.
• Sitting for extended periods while driving or staffing the hospitality desk.

Must be able to move/lift/push 30 lbs.

*Lasell Village is a pet friendly community; you may be exposed to animal hair or dander.