Hospitality Services Director

Kisco Senior Living•Cary, NC

3d•Onsite

About The Position

The Hospitality Services Director at Woodland Terrace manages the front desk customer service team as well as the move in experience for all new and transitioning residents. They also coordinate all areas related to resident relations and ensures excellent services to delight residents and families.

Requirements

Great customer service and communication skills
Bachelor’s Degree
A minimum of 3 to 5 years of experience in customer service, guest relations, social worker, or similar role
A minimum of 2 years’ supervisory experience

Nice To Haves

Experience with seniors preferred

Responsibilities

Oversee all aspects of resident services and improve satisfaction and loyalty
Proactively identify and address resident issues and complaints
Hire, train, and supervise a competent and resident-oriented hospitality team
Support the community sales process and work with the sales team to attract and retain residents
Execute the move-in/welcome, transfer, and move-out processes effectively and compassionately
Manage the department budget and expenses
Ensure accurate and efficient billing processes, revenue tracking, and financial reporting
Performs data entry into various database systems to include accounting and lead management systems
Prepares various reports, logs, and schedules to ensure accuracy, efficiency, and compliance
Helps coordinate resident focus group meetings
Plan and coordinate regularly scheduled Customer Service meetings
Visit or coordinate designated CMT member visits of residents who are at hospital, skilled nursing facility, and rehabilitation
Perform other related duties as required