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.
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