Dining Services- Resident Experience Manager

Plymouth Harbor•Sarasota, FL

About The Position

The Resident Experience Manager is responsible for enhancing the overall dining experience for residents through consistent floor presence, personalized service, and proactive engagement. This role serves as the primary resident-facing representative within Dining Services, ensuring satisfaction during daily meal service, bar service, and catered events. This position works in collaboration with the Dining Room Manager and Banquet Coordinator to support service excellence, while maintaining a strong focus on hospitality, resident relationships, and real-time service recovery. This role does not have direct supervisory responsibility.

Requirements

Minimum high school diploma or equivalent required. Hospitality or service-related education preferred.
Minimum of two (2) years of experience in hospitality, dining services, bar operations, customer service, or a related field.
Strong interpersonal and relationship-building skills.
Demonstrated ability to provide exceptional customer service.
Ability to effectively train and mentor team members in service excellence.
Ability to remain calm and professional in fast-paced or high-pressure situations.
Strong communication skills, including speaking, listening, and problem-solving.
Detail-oriented with strong observational skills.
Ability to work collaboratively with team members across departments.
Proficient in Microsoft Office programs and ability to learn proprietary systems.
Must be fluent in English.
Must have a valid Florida Driver’s license.
ServSafe certification required or ability to obtain within a specified timeframe.

Nice To Haves

Hospitality or service-related education preferred.
Experience in a senior living, healthcare, or restaurant setting preferred.
Experience with training or onboarding team members preferred.
Knowledge of bar operations, inventory management, and beverage service preferred.
TIPS (Training for Intervention Procedures) certification preferred or ability to obtain.

Responsibilities

Provide a consistent and visible presence in dining venues during meal periods and events.
Conduct table visits and interact with residents to ensure satisfaction with food, beverage, service, and overall experience.
Develop familiarity with resident preferences, dietary needs, and dining habits to enhance personalized service.
Address and resolve resident concerns in real time, escalating issues as appropriate.
Foster a welcoming and hospitality-driven dining environment.
Assist with greeting and seating residents during meal service as needed.
Support service flow by assisting team members during peak periods.
Observe service delivery and provide informal, real-time feedback to enhance service quality.
Ensure effective communication between front-of-house and back-of-house teams during service.
Partner with Dining Room Manager to identify opportunities for service improvement.
Oversee daily bar operations to ensure a high-quality and consistent beverage service experience.
Monitor and maintain appropriate inventory levels of all bar supplies, including alcohol, mixers, glassware, and related items.
Coordinate ordering and replenishment of bar inventory in collaboration with Dining Services leadership.
Ensure bar areas are clean, organized, and compliant with all safety and sanitation standards.
Support bartenders during service as needed to maintain efficiency and service standards.
Monitor resident satisfaction with bar service and implement improvements as needed.
Support the execution of resident events and catered functions as a resident-facing host.
Ensure residents and guests feel welcomed, informed, and well-served during events.
Assist with coordination during events to ensure smooth service and positive guest experience.
Collaborate with the Banquet Coordinator and Culinary team to maintain high service standards during events.
Gather resident feedback through daily interactions and structured methods as appropriate.
Identify trends related to service, menu offerings, bar service, and overall dining experience.
Communicate feedback and recommendations to Dining Services leadership.
Participate in quality assurance initiatives and service improvement efforts.
Participate in the interview process for dining services team members, providing input on candidate selection with a focus on hospitality and service excellence.
Assist in onboarding and training new hires on service standards, resident interaction, and hospitality expectations.
Serve as a role model for service delivery and assist in reinforcing training through ongoing coaching and mentorship.
Partner with Dining Room Manager to support continuous training and development initiatives for front-of-house staff.
Maintain work areas in a clean, organized, and professional manner.
Attend required meetings, trainings, and in-services.
Perform other duties as deemed necessary and appropriate, or as directed.