The Hospitality Services Director drives all aspects of service excellence in a high end senior living community. This position creates and implements the vision for customer services of the community that are non-clinical in nature. Reporting to the Executive Director of the community, this position plans, designs, implements and evaluates services in the areas of Dining, Resident Relations, and Wellness.
Essential Job Functions & Responsibilities
Implements vision for service excellence
Ensures alignment across the community for improving and measuring service excellence initiatives and programs
Manages and improves resident and family satisfaction and loyalty using a variety of listening and learning methods and continuous improvement plans
Builds and leads a highly effective team
Achieve better than industry targets and results for revenue growth and expense management
Establish a base of vendor partners to provide services as needed to enhance service delivery
Ensures the implementation of the strategy for the dining experience in all dining venues in the community and inspires the staff to achieve this vision
Creates and implements programming standards to engage residents in meaningful and relevant programs to support the Art of Living WellSM into all aspects of the community
Ensures customer service is delivered with excellence while leveraging revenue opportunities for value-added services
Oversees training, performance management and hiring practices for alignment of human capital to organizational culture and service excellence objectives and associate engagement, retention and turnover results
Drive adoption of Kisco's software systems, resources and tools
Responsible to identify, benchmark and leverage best practices of customer experiences in the industry.
Perform all other related duties as assigned
Knowledge/Skills/Abilities
Building Highly Effective Teams - Blends people into teams; creates strong morale and spirit; defines success in terms of the whole team
Business Acumen - Knowledgeable in current and possible future trends, technology, and information affecting a business. Strong financial management skills, especially managing staffing/labor costs
Customer Focus - Acts with the customers in mind. Easily gains their trust and respect. Excels at anticipating expectations and delighting customers
Drive for Results - Steadfastly pushes self and others for results; can be counted on to exceed goals successfully
Hiring & Staffing - Hires top talent using an effective process and criteria; assembles talented staff who complement each other's strengths; has a nose for talent
Innovation Management - Has good judgment about which creative ideas and suggestions will work; able to bring creative ideas to life
Managerial Courage - Leans into difficult conversations in a timely manner. Provides current, direct, complete, and -actionable- positive and constructive feedback to others
Managing and Measuring Work - sets clear objectives and measures for work of others; monitors process, progress and results; builds feedback loops into work
Managing Vision and Purpose - Communicates a compelling and inspired vision or sense of core purpose; can inspire and motivate entire teams or organizations
Education/Experience/Training
Bachelor's Degree
8 - 10 years' management experience in hospitality or a service industry.
Proven track record leading results driven teams with an emphasis on financial & operational performance, customer and associate engagement.
Degree in hospitality preferred.
Master's degree a plus.
Availability to work evenings, weekends and holidays.
What's in it for me? (Great Question!)
Competitive pay
A free meal per shift
Healthcare Benefits including Vision & Dental (Full-time only)
Matching 401k (Full-time only)
Paid Time Off
Rewards and Bonus Opportunities
Continuous Training and Growth Opportunities
What do we do?
We create a great place to live for our residents and a great place to work for our associates. Kisco Senior Living has been a dynamic, award-winning leader in the senior living industry for the past 25 years.
All offers of employment are subject to satisfying our pre-employment process which includes: successfully passing a drug screen, TB Test and Background Check
*Kisco Senior Living is an Equal Opportunity Employer
Job ID: 2022-5233
External Company URL: https://www.kiscoseniorliving.com/
Street: 4030 Cardinal at N Hills St
