Hospitality Hero

Job Description

Job Description

Hospitality Hero  

Mission  

To Make Each Resident Feel Cared For. 

Position Summary  

The Hospitality Hero is responsible for ensuring residents and families feel seen, heard, valued, and cared for throughout their stay. 

This role serves as the primary ambassador of hospitality within the community by building relationships, resolving concerns, communicating with families, creating memorable resident experiences, managing CareCash and other culture initiatives, and helping turn great care into great experiences. 

The Hospitality Hero is employed by the community, reports to the Administrator, and works closely with Steven Davis, CMO of Peaks Healthcare Consulting, on resident experience, hospitality, branding, and culture initiatives. 

Key Responsibilities  

Resident Experience  

• Conduct daily resident rounding. 

• Build meaningful relationships with residents. 

• Identify and resolve concerns before they become complaints. 

• Create personalized moments that improve resident satisfaction. 

• Welcome all new residents and conduct admission follow-up visits. 

Family Communication  

• Contact each resident's primary family contact (POC) at least once per week. 

• Provide updates on the resident's experience. 

• Answer questions and address concerns. 

• Ensure families feel informed and connected. 

Reviews & Reputation  

• Request reviews from satisfied residents and families. 

• Support growth of Google reviews and community reputation. 

• Share positive stories and experiences happening within the building. 

CareCash & Culture  

• Manage the CareCash program. 

• Execute resident experience and hospitality initiatives. 

• Support Peaks culture and brand programs as assigned. 

Referral Relationships  

• Build positive relationships with case managers and referral partners. 

• Help create a welcoming and responsive experience for referral sources. 

What Success Looks Like  

• Improved Happy vs. Not Happy scores. 

• Increased resident and family satisfaction. 

• Increased Google reviews and star ratings. 

• Reduced resident and family complaints. 

• Reduced AMA and avoidable early discharges. 

• 100% weekly family outreach completion. 

• Successful execution of CareCash and hospitality initiatives. 

• More residents and families recommending the community to others. 

Qualifications  

• Excellent communication and relationship-building skills. 

• Compassionate, service-oriented mindset. 

• Strong follow-through and problem-solving abilities. 

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

Ultimate Goal  

When residents, families, and visitors leave our community, they should be able to say: 

"They genuinely made me feel cared for."