Head of Hospitality

DUTIES AND KEY RESPONSIBILITIES:

Resident Experience & Service Excellence

• Lead the move-in and first 30-day programs, including personal welcome receptions, post-move tours, introductions to residents, and structured check-ins at 10-day, 30-day, 60-day, and biannual intervals.
• Manage communications with residents and families throughout the resident lifecycle (pre-admission, admission, maintenance, crisis, discharge), coordinating with ED and Case Manager to review service delivery failures.
• Develop, implement, and enforce signature service standards covering greeting procedures, response times (24-hour non-urgent, 2-hour priority), complaint escalation, and resolution processes.
• Establish service recovery protocols to ensure 95%+ resident satisfaction scores in non-care areas (Dining, Housekeeping, Maintenance, Programming).
• Maintain resident preference information, including traditions, personal histories, and social connections, to enable personalized interactions.

Culinary Operations Insight

• Collaborate with Culinary and Lifestyle teams to coordinate private family celebrations, holiday events, wine tastings, and cooking demonstrations.
• Conduct quality control walkthroughs of dining areas and communal spaces to ensure consistent delivery of service and aesthetic standards.

Interior Design & Environmental Management

• Oversee seasonal décor updates and ensure alignment with brand standards in collaboration with Lifestyle Director.
• Conduct walkthroughs to address first impressions, ensuring timely attention to maintenance, housekeeping, and aesthetic concerns.

Team Leadership & Staff Development

• Recruit, onboard, manage, and provide ongoing coaching to concierge team members (FT and PT).
• Provide guidance, but not direct oversight, to Dining Room and Housekeeping teams regarding service standards.
• Develop monthly training programs covering senior-specific communication, hospitality practices, and sales-focused customer interactions.
• Conduct quarterly performance reviews, implement recognition programs, and track hospitality service metrics using SOE standards in Power BI.
• Ensure cross-training for concierge backup coverage and reinforce “Everyone Sells” mentality in the community.

Concierge & Guest Services

• Oversee concierge operations, ensuring professional appearance, responsiveness, and hospitality-driven service.
• Coordinate lifestyle activities, transportation, and entertainment bookings to enhance the resident experience.
• Build and maintain relationships with local businesses, cultural organizations, and service providers to support community programming and hospitality initiatives.

Financial Management & Operations

• Support alternative revenue initiatives, including guest dining, private event hosting, and premium service offerings.
• Manage concierge budgets and invoices in accordance with financial standards.

Standards of Excellence

• Conduct daily walkthroughs of common areas, dining spaces, and high-traffic zones to identify and address issues immediately.
• Participate in resident councils, suggestion programs, and satisfaction surveys, implementing action plans based on feedback.
• Support sales team during prospective resident tours, highlighting hospitality standards and resident testimonials.