Resident Services Supervisor

North Hill Retirement Community•Needham, MA

6d•Onsite

About The Position

At North Hill, every interaction matters. We believe exceptional senior living begins with exceptional people. We're seeking a dynamic, service-driven Resident Services Supervisor who thrives in a fast-paced environment, enjoys building relationships, and is passionate about creating an outstanding resident experience. This is more than a traditional concierge role. As the Resident Services Supervisor, you'll be the central hub of our community—leading resident services, supporting daily operations, partnering closely with our Director of Operations, and helping ensure every resident, family member, and guest feels welcomed, supported, and valued. If you're an organized leader who enjoys balancing hospitality, operations, project coordination, and executive support, we'd love to meet you.

Requirements

Associate's or Bachelor's degree preferred
Three to five years of experience in hospitality, resident services, executive administration, senior living, healthcare, or a related industry
Prior supervisory or team leadership experience is strongly preferred
Strong computer skills, including Microsoft Office and other business software
Excellent written and verbal communication skills
Experience coordinating meetings, projects, or executive support is a plus
A natural relationship builder with exceptional customer service skills
Highly organized with excellent attention to detail
Comfortable managing multiple priorities in a fast-paced environment
Professional, positive, and calm under pressure
Able to handle confidential information with integrity and discretion
An effective communicator who enjoys collaborating across departments
Self-motivated and able to work independently while supporting a team
Satisfactory completion of a background investigation is required for this position.

Responsibilities

Serve as the first point of contact for residents, families, visitors, and prospective residents, delivering warm, personalized service every day
Resolve resident concerns and service requests with professionalism, empathy, and urgency
Support resident move-ins, community events, transportation coordination, and campus programs
Foster a welcoming environment that reflects North Hill's commitment to hospitality and service excellence
Managing calendars, meetings, and executive scheduling
Preparing agendas, presentations, reports, dashboards, and meeting materials
Coordinating Resident Council meetings, Town Halls, committee meetings, and leadership sessions
Tracking action items, project milestones, and operational initiatives
Drafting communications and maintaining confidential records with discretion
Supervising daily concierge operations and resident service delivery.
Coaching, mentoring, and training Guest Services team members.
Promoting accountability, teamwork, professionalism, and exceptional customer service.
Monitoring service standards and identifying opportunities for continuous improvement.
Coordinating communication across departments.
Managing resident work orders and service requests through completion.
Maintaining campus calendars, notices, and resident communications.
Assisting with emergency response coordination, wellness checks, and Personal Emergency Response System (PERS) communications.
Supporting operational projects, strategic initiatives, and capital improvement efforts.