Hospitality Services Director

Kisco Senior Living•, DC

1h•$80,000 - $105,000

About The Position

The Hospitality Services Director at The Fitzgerald drives all aspects of service excellence in a high-end senior living community. The role creates and implements the vision for non-clinical customer services and, reporting to the General Manager of the community, plans, designs, implements, and evaluates services in Dining, Resident Relations, and Wellness. The director leads service excellence initiatives, resident and family satisfaction efforts, team development, financial and operational performance, dining experiences, resident programming, vendor partnerships, and adoption of Kisco software and tools. The position also oversees training, performance management, and hiring practices to support organizational culture, service excellence, associate engagement, and retention. Availability to work evenings, weekends, and holidays is required.

Requirements

Bachelor’s degree.
8–10 years of management experience in hospitality or a service industry.
Proven track record leading results-driven teams, with an emphasis on financial and operational performance and customer and associate engagement.
Availability to work evenings, weekends, and holidays.

Nice To Haves

Degree in hospitality preferred.
Master’s degree is a plus.

Responsibilities

Implement the vision for service excellence.
Ensure community-wide alignment in improving and measuring service excellence initiatives and programs.
Manage and improve resident and family satisfaction and loyalty through listening and learning methods and continuous improvement plans.
Build and lead a highly effective team.
Achieve results above industry targets for revenue growth and expense management.
Establish vendor partnerships to enhance service delivery as needed.
Ensure implementation of the dining-experience strategy across all community dining venues and inspire staff to achieve the vision.
Create and implement programming standards that engage residents in meaningful and relevant programs and support the Art of Living Well throughout the community.
Deliver excellent customer service while leveraging revenue opportunities for value-added services.
Oversee training, performance management, and hiring practices to align human capital with organizational culture, service excellence objectives, associate engagement, retention, and turnover results.
Drive adoption of Kisco’s software systems, resources, and tools.
Identify, benchmark, and leverage customer-experience best practices in the industry.
Perform other related duties as assigned.