Move-In Concierge

Job Description

Job Description

The Move-In Experience Director is responsible for designing and delivering an exceptional, personalized move-in experience for every new resident and family. Serving as the central point of coordination from deposit through the resident’s first 90 days, this role orchestrates the work of Sales, Operations, Wellness, Culinary, Environmental Services, Resident Services, Resident Experience, and Accounting to ensure every transition into the community is seamless, welcoming, and reflects Experience Senior Living’s hospitality standards.

Responsibilities:

Resident and Family Experience

• Serve as the primary point of contact for residents and families following deposit through successful transition.
• Build trusting relationships through proactive communication and personalized service.
• Coordinate planning meetings, answering questions, and establishing clear expectations.
• Provide regular updates to residents, families, and internal stakeholders.

Move-in Coordination

• Develop individualized move-in plans and timelines.
• Coordinate apartment readiness, assessments, documentation, and move-in logistics.
• Train residents and families on how the apartment works, including the remote control, washing machines, and how to place work orders.
• Lead cross-functional readiness meetings and proactively resolve barriers.
• Ensure a smooth day-of-arrival experience.

Hospitality & Personalization

• Gather resident preferences, interests, routines, and dining preferences.
• Create the resident’s ESL Life profile, train them on finding experiences, and announce the move-in to the community.
• Coordinate welcome gifts, apartment personalization, resident ambassador introductions, and first-week experiences.
• Schedule a housewarming party within the resident’s first 30 days and host it within the first 90 days.
• Ensure staff are informed of resident preferences to create meaningful connections.

Cross-Functional Leadership

• Partner with Executive Directors, Sales, Wellness, Culinary, Environmental Services, Resident Experience, and Resident Services teams.
• Facilitate communication and accountability across departments.
• Drive continuous improvement of the resident onboarding experience.

First 90-Day Integration

• Implement a structured Day 1, Week 1, 30-, 60-, and 90-day welcome and follow-up process.
• Maintain formal weekly documentation tracking each resident’s progress, milestones, and any outstanding items throughout the onboarding period.
• Ensure residents and families understand and are comfortable using key community technology and services, including valet, room service, cable, and the ESL Life platform.
• Monitor resident and family satisfaction and coordinate service recovery as needed.
• Identify opportunities to strengthen engagement and retention.

Continuous Improvement

• Track move-in metrics, resident satisfaction, family satisfaction, apartment readiness, and early resident retention.
• Recommend process improvements based on data and resident feedback.
• Encourage and generate 5-star Google reviews

Requirements

• Bachelor's degree preferred
• 3 - 5 years of experience in hospitality, senior living, customer experience, healthcare navigation, event management, or a related field
• Exceptional organizational, communication, and relationship-building skills
• Ability to lead through influence and coordinate multiple priorities simultaneously
• Proficiency with Microsoft Office and resident management systems
• Ability to work a varied schedule to include weekends, evenings, and holidays

Core Competencies:

• Hospitality First - Creates memorable, personalized experiences
• Emotional Intelligence - Builds trust with residents, families, and team members
• Project Management - Coordinates complex, cross-functional activities
• Communication - Keeps all stakeholders informed and aligned
• Ownership - Takes accountability from deposit through successful integration

Benefits

We offer a full benefits package that includes medical, dental, vision, STD/LTD, life and voluntary life, 401k with employer matching, paid holidays, and up to 20 days PTO in the first three years.

Application Deadline: We anticipate reviewing applications through September 25th, 2026.

Compensation: $55,000 - $58,000

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