Hospitality Hero

Cedar Ridge Inn • Farmington, NM

3d

About The Position

The Hospitality Hero is the community’s primary hospitality ambassador, responsible for helping residents and families feel seen, heard, valued, and cared for throughout their stay. The role focuses on building relationships, resolving concerns, communicating with families, creating memorable resident experiences, managing CareCash, and supporting culture initiatives.

The position is employed by the community and reports to the Administrator. It works closely with Steven Davis, CMO of Peaks Healthcare Consulting, on resident experience, hospitality, branding, and culture initiatives. The ultimate goal is for residents, families, and visitors to leave feeling genuinely cared for.

Requirements

• Excellent communication and relationship-building skills.
• Compassionate, service-oriented mindset.
• Strong follow-through and problem-solving abilities.

Nice To Haves

• Healthcare, hospitality, senior living, or customer service experience is preferred.

Responsibilities

• Conduct daily resident rounding and build meaningful relationships with residents.
• Identify and resolve concerns before they become complaints.
• Create personalized moments that improve resident satisfaction.
• Welcome new residents and conduct admission follow-up visits.
• Contact each resident’s primary family contact at least once per week, share updates on the resident’s experience, answer questions, address concerns, and help families feel informed and connected.
• Request reviews from satisfied residents and families, support growth of Google reviews and the community’s reputation, and share positive stories and experiences from the building.
• Manage the CareCash program and execute resident experience and hospitality initiatives.
• Support Peaks culture and brand programs as assigned.
• Build positive relationships with case managers and referral partners and help provide a welcoming, responsive experience for referral sources.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed