Hospitality Director

Trinity Health•Livonia, MI

3d•Onsite

About The Position

Under the direction of the Administrator, Executive Director and/or Regional Housing Administrator and in cooperation and collaboration with the Community’s Leadership Team and TSLC Home Office and staff, the Director will oversee and manage all hospitality related functions. The Director is responsible for the delivery of professional and attentive customer service that exceeds industry standards and provides a behavioral model for all employees within the Community. The Director will proactively identify, develop and execute solutions to enhance the resident living experience and customer service. The Director is also accountable for the admissions process, including managing and reporting the community’s census and resident turnover.

Requirements

Bachelor’s degree with 5-7 years' experience in customer service, hospitality, or community relations or equivalent combination of education and experience.
Superior written and verbal communication skills.
Superior human relations management skills.
Superior presentation skills.
Must be comfortable operating in a collaborative, shared leadership environment.
Self-starter, highly motivated with high energy level.
Anticipate the needs of residents and families, going “above and beyond” routinely to provide a comfortable environment, home atmosphere and outstanding experience.
Serve as the point person for the community.

Nice To Haves

Retail, customer relations and /or hospitality experience a plus.
Supervisory experience preferred.

Responsibilities

Oversee and manage all hospitality related functions.
Deliver professional and attentive customer service that exceeds industry standards.
Provide a behavioral model for all employees within the Community.
Proactively identify, develop and execute solutions to enhance the resident living experience and customer service.
Accountable for the admissions process, including managing and reporting the community’s census and resident turnover.
Serve as on-site community representative for issue resolution and customer service.
Manage department and direct reports (when applicable).
Create and implement a comprehensive hospitality plan.
Establish the community as “the senior resource” in the community-at-large.
Engage residents/families in focus groups and customer service surveys to gather input and measure success of Hospitality Plan and customer service initiatives.
Facilitate resident-to-resident communication and feedback to management.