Customer Service
The first thing a visitor should do upon entering our community
Sign in
Packages delivered into our Amazon lockers that have not been picked up with in (blank) hours, must be removed by staff and delivered to the resident with a delivery fee
72 hours
When a Care Center resident leaves the community unsupervised and without notice
A Code Gold needs to be declared.
When a smoke alarm is received by concierge, Security must respond to the call/affected area and verify what before clearing the call?
Verify that there are no signs of fire, no signs or smells of electrical fire and that any smoke is being ventilated out of the building via open windows. Electrical issues must be reported to engineering.
Each employee is responsible for reviewing their timecards on a (Blank) basis to ensure there or no errors or missing punches.
Daily
When unable to provide a resident, visitor or staff member with what they request, you should?
Provide alternative options
If a package is delivered to an apartment and the resident is not home, a (blank) must be taken of the package inside the unit by the door for delivery confirmation purposes
A photo on security site phone
A code gold is declared, and all available staff respond to assist. A delivery driver arrives with a medication delivery and needs to be escorted down to wellness. The concierge team member should
Inform the delivery driver that we are dealing with an emergency and have them take a seat until security becomes available. Code Gold is a high priority call and all other calls for service must wait until concluded
A resident has activated their Personal Health Button (PHB) following a fall in our grill area. Although the resident displays no visible signs of injury, they are unable to recall the circumstances surrounding the fall.
911 should be activated so that they can access further
Lunch breaks should be taken no later than the (blank) hour of work?
5th
When covering our concierge desks, it is important to acknowledge and greet each person who enters our community with a?
Smile
Batteries, lighter fluid, perishables
All prohibited items that cannot be placed inside the Amazon Lockers
A resident notified security about another resident who had fallen outside of the valet area. Upon arrival, security found the individual seated with a split lip. The resident reported that they had not sustained a head injury and stated they felt fine and does not want to seek further medical treatment.
Due to the busted lip, an injury to the head area is assumed therefore, 911 should be activated for further analysis.
Lunch penalties occur when an employee either?
Takes a lunch break after the 5th hour of work or takes a lunch break that is less than 30 minutes or is interrupted.
A vendor approaches the concierge desk at the Care Center and wants to speak with Thom about a previous conversation they had the week before.
The concierge team member should ask if they have an appointment. If they do not, a business card should be given to them so that they can reach out directly to schedule an appointment. Never, should they be allowed back to go directly to a staff members office without prior approval.
A one time access code should only be given out
To delivery drivers who rarely visit our community and need a code to deliver a package. If the delivery drivers frequently visit our community, notify management so that a designated code can be generated specifically for them.
A resident calls to the front desk and request a Wellness nurse to come up and check on them due to them feeling ill.
The staff member receiving the call should explain that wellness visits are by appointment only. They should then send security up to conduct a wellness check.
If a lunch penalty occurs due to an emergency, a (Blank) must be sent to your manager explaining what happened that to prevent you from taking your break on time or ending your break early?
An Email
A county inspector arrives on site and checks in at the front desk. They advise that they are here for a Suprise inspection. Concierge should
Notify the community by sending out an email to
Clocking in more than 5 minutes early or leaving 5 minutes after the end of your shift
must be pre approved by your manager as time is considered overtime.