Resident Services Supervisor

At North Hill, every interaction matters. We believe exceptional senior living begins with exceptional people. We're seeking a dynamic, service-driven Resident Services Supervisor who thrives in a fast-paced environment, enjoys building relationships, and is passionate about creating an outstanding resident experience. This is more than a traditional concierge role. As the Resident Services Supervisor, you'll be the central hub of our community—leading resident services, supporting daily operations, partnering closely with our Director of Operations, and helping ensure every resident, family member, and guest feels welcomed, supported, and valued. If you're an organized leader who enjoys balancing hospitality, operations, project coordination, and executive support, we'd love to meet you.

What You'll Do

Create an Exceptional Resident Experience

• Serve as the first point of contact for residents, families, visitors, and prospective residents, delivering warm, personalized service every day
• Resolve resident concerns and service requests with professionalism, empathy, and urgency
• Support resident move-ins, community events, transportation coordination, and campus programs
• Foster a welcoming environment that reflects North Hill's commitment to hospitality and service excellence

Partner with Operational Leadership

Working directly with the Director of Operations, you'll help keep our community running smoothly by:

• Managing calendars, meetings, and executive scheduling
• Preparing agendas, presentations, reports, dashboards, and meeting materials
• Coordinating Resident Council meetings, Town Halls, committee meetings, and leadership sessions
• Tracking action items, project milestones, and operational initiatives
• Drafting communications and maintaining confidential records with discretion

Lead Guest Services Operations

You'll provide day-to-day leadership for our Guest Services and Concierge team by:

• Supervising daily concierge operations and resident service delivery.
• Coaching, mentoring, and training Guest Services team members.
• Promoting accountability, teamwork, professionalism, and exceptional customer service.
• Monitoring service standards and identifying opportunities for continuous improvement.

Support Community Operations

You'll also play an important role in the daily operations of our campus by:

• Coordinating communication across departments.
• Managing resident work orders and service requests through completion.
• Maintaining campus calendars, notices, and resident communications.
• Assisting with emergency response coordination, wellness checks, and Personal Emergency Response System (PERS) communications.
• Supporting operational projects, strategic initiatives, and capital improvement efforts.

What You Bring

We're looking for someone who is: 

• A natural relationship builder with exceptional customer service skills
• Highly organized with excellent attention to detail
• Comfortable managing multiple priorities in a fast-paced environment
• Professional, positive, and calm under pressure
• Able to handle confidential information with integrity and discretion
• An effective communicator who enjoys collaborating across departments
• Self-motivated and able to work independently while supporting a team

Qualifications

• Associate's or Bachelor's degree preferred 
• Three to five years of experience in hospitality, resident services, executive administration, senior living, healthcare, or a related industry 
• Prior supervisory or team leadership experience is strongly preferred
• Strong computer skills, including Microsoft Office and other business software
• Excellent written and verbal communication skills
• Experience coordinating meetings, projects, or executive support is a plus

Why North Hill?