Community Relations Director

Watercrest Senior Living•Sebastian, FL

About The Position

The Community Relations Director serves as a trusted advisor to prospective residents and their families, as well as to the surrounding community. The role focuses on achieving and maintaining budgeted occupancy by developing and executing sales and marketing strategies, creating public awareness, building referral relationships, and generating referrals to the community. The director manages inquiries, tours and follow-up; conducts outside sales calls; organizes prospect and referral-source events; and maintains detailed records of communications in Yardi. The role also leads daily strategy meetings, keeps current on occupancy and apartment availability, trains associates on sales practices, and coordinates the move-in process with residents, families, and department leaders. The position requires communicating effectively with a wide range of contacts, applying customer service principles, and working in all areas of the senior living community.

Requirements

High school diploma or equivalent.
Proven senior living sales and referral track record.
Ability to communicate effectively with management, team members, residents, family members, guests, vendors, referral sources, and outside contacts.
Basic computer skills, including detailed data entry in Yardi and maintaining occupancy-development, sales-and-marketing-plan, and competitive-analysis spreadsheets.
Ability to manage a revenue and expense budget.
Knowledge of current federal and state laws pertaining to independent living, assisted living, and memory care communities.
Ability to make independent decisions.
Ability to communicate in a warm, friendly, and caring manner.
Familiarity with and adherence to Fair Housing Act (FHA) and Americans with Disabilities Act (ADA) guidelines.
Passion for working with and around seniors.
Knowledge of customer-service principles and practices.
Able to stand or walk for 75% of the day and drive to outside sales calls or potential resident assessments.
Able to concentrate with frequent interruptions and work under stress and in emergency situations.
Able to work in conditions requiring sitting, standing, walking, reaching, pulling, pushing, and grasping; able to talk and hear effectively to convey information and instructions.
Occasionally able to lift or carry up to 50 pounds.
Able to work throughout all areas of the community and follow safety policies and procedures; use personal protective equipment when necessary.

Nice To Haves

Bachelor’s degree preferred.
Two years of experience in a senior living environment preferred.

Responsibilities

Plan, develop, and execute an active 12-month occupancy development and sales and marketing plan.
Serve as a trusted advisor to prospective residents, their families, and the surrounding community.
Conduct quarterly competitive analyses and maintain knowledge of competitors’ services, programs, selling points, and promotional discounts.
Maintain strong knowledge of the community’s services, programs, and team members’ backgrounds, talents, and offerings.
Handle incoming inquiry calls, lead community Experiences, and establish detailed prospect and family follow-up, including creative follow-up and home visits as needed to achieve and maintain budgeted occupancy.
Conduct weekly outside sales calls to medical and business professionals and other referral sources to support a sufficient stream of referred prospects.
Assist with planning and hosting prospect events and occasional referral-source events to generate prospects and advance prospects.
Communicate upcoming appointments, presentations, Experiences, and events clearly and frequently to team members.
Lead the Daily Strategy Meeting using the 10-3-1 / Hot Board.
Enter prospect, family, and referral-source communications accurately and in detail into Yardi.
Remain current on open inventory, pending move-ins, and potential move-outs.
Conduct sales training refreshers and orientation programs for associates, including greeting guests, handling inquiry calls, conducting an Experience, and establishing next steps.
Respond promptly to requests from residents, families, and guests when the operations team is unavailable.
Manage the move-in process according to established protocol, including apartment selection, coordinating nursing assessments and agreement signing, communicating apartment readiness, and collecting and distributing move-in paperwork.
Communicate new residents’ move-in dates to leadership team members to support welcoming and orientation.
Follow company deadlines for sales calls, reporting, information submission, and other requirements; make decisions guided by servant leadership.
Perform other related essential duties as assigned.