Hospitality Hero

Job Description

Job Description

Hospitality Hero Mission: To Make Each Resident Feel Cared For Why Join Our Team?

As a Hospitality Hero, you have the opportunity to directly shape how residents and families experience our community. This position is centered on relationships, communication, hospitality, and ensuring that every person who enters our community feels welcomed, valued, and cared for.

✔ Highly visible, resident-focused role
✔ Opportunity to directly influence resident and family satisfaction
✔ Work closely with facility and organizational leadership
✔ Build meaningful relationships with residents and families
✔ Help create a culture centered on exceptional hospitality and service

We are seeking an energetic, compassionate, and highly relationship-focused Hospitality Hero to serve as a primary ambassador for the resident and family experience within our community.

The Hospitality Hero is responsible for ensuring residents and families feel seen, heard, valued, and cared for throughout their entire experience with us . This position goes beyond traditional customer service by proactively building relationships, identifying concerns, communicating with families, creating memorable experiences, and helping transform excellent care into an exceptional overall experience.

The Hospitality Hero is employed by the community and reports directly to the Administrator . This position also works closely with Steven Davis, Chief Marketing Officer (CMO) of Peaks Healthcare Consulting , on resident experience, hospitality, branding, culture, and related initiatives.

• Conduct daily resident rounds to evaluate satisfaction, identify needs, and build meaningful relationships

• Serve as a visible and approachable hospitality presence throughout the community

• Proactively identify resident concerns and work with appropriate department leaders to achieve timely resolution

• Follow up with residents after concerns are addressed to ensure appropriate resolution and satisfaction

• Create personalized experiences and meaningful moments that help residents feel recognized, valued, and cared for

• Welcome new residents and help create a positive first impression of the community

• Conduct admission follow-up visits to evaluate the resident's transition and overall experience

• Identify opportunities to improve hospitality, customer service, and the resident experience throughout the community

• Contact each resident's designated primary family contact or point of contact at least once per week

• Maintain consistent, professional, and compassionate communication with families

• Provide appropriate updates regarding the resident's overall experience

• Listen to family questions, concerns, and feedback and coordinate appropriate follow-up with facility leadership

• Help ensure families feel informed, connected, and confident in their loved one's experience

• Maintain appropriate documentation and tracking of required family outreach

• Monitor resident and family satisfaction and identify recurring themes or opportunities for improvement

• Work collaboratively with department leaders to address concerns and improve the overall resident experience

• Support initiatives designed to improve Happy vs. Not Happy scores and other resident experience measures

• Assist in reducing resident and family complaints through proactive communication and relationship building

• Support efforts to reduce avoidable early discharges and discharges against medical advice (AMA) by identifying experience-related concerns early

• Encourage residents and families to provide feedback regarding their experience

• Appropriately request reviews and feedback from satisfied residents and families

• Support efforts to strengthen the community's online reputation and Google review presence

• Identify and share positive resident, family, employee, and community stories

• Collaborate with leadership on opportunities to highlight positive experiences within the community

• Help ensure the experience presented publicly reflects the hospitality and care delivered within the facility

• Coordinate and manage the community's CareCash Program

• Support implementation of resident experience and hospitality initiatives

• Assist with culture-building programs and recognition initiatives

• Partner with facility leadership and Peaks Healthcare Consulting on assigned hospitality, culture, and branding initiatives

• Promote a culture where employees understand their individual role in making residents feel cared for

• Develop positive relationships with case managers, referral sources, and community partners

• Help ensure referral partners receive a welcoming, professional, and responsive experience when interacting with the community

• Support facility leadership and admissions efforts by helping create a strong first impression for prospective residents and families

• Represent the community professionally during tours, events, and other relationship-building opportunities as assigned

Success in the Hospitality Hero position will be measured through both relationship-building and measurable resident experience outcomes, including:

• Improvement in Happy vs. Not Happy scores

• Increased resident and family satisfaction

• Increased positive Google reviews and overall star ratings

• Reduction in resident and family complaints

• Reduction in avoidable early and AMA discharges

• 100% completion of required weekly family outreach

• Timely follow-up and resolution of identified resident and family concerns

• Successful execution and management of the CareCash Program

• Consistent implementation of hospitality and culture initiatives

• Increased willingness among residents and families to recommend the community to others

• Excellent verbal and written communication skills

• Strong interpersonal and relationship-building abilities

• Compassionate, positive, and service-oriented approach

• Strong follow-through and personal accountability

• Ability to identify concerns and coordinate solutions proactively

• Strong organizational and time-management skills

• Ability to communicate professionally with residents, families, employees, leadership, and community partners

• Ability to maintain appropriate confidentiality and professional boundaries

• Healthcare, skilled nursing, senior living, hospitality, customer service, marketing, or resident experience background preferred

• Comfortable working in a highly visible role requiring frequent interaction with residents and families

• Commitment to the mission of making each resident feel cared for

The Hospitality Hero position provides a unique opportunity to develop experience across resident relations, hospitality, customer experience, culture, reputation management, and healthcare operations .

You will work closely with facility leadership while helping develop and implement initiatives that directly influence resident satisfaction and the overall reputation of the community.

Everything about this position ultimately comes back to one goal:

Every resident round, family phone call, concern resolved, new admission welcomed, and memorable experience created should reinforce that mission.

When residents, families, and visitors leave our community, our goal is for them to be able to say:

"They genuinely made me feel cared for."

If you are passionate about people, relationship building, hospitality, and creating exceptional experiences, we encourage you to apply.

Join our team and help make every resident and family feel genuinely cared for.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any protected characteristic in accordance with applicable federal, state, and local laws.

We are committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and hiring process. Applicants requiring assistance should contact Human Resources.

• Ability to walk and move throughout the community regularly to conduct resident rounds

• Ability to sit, stand, and walk for varying periods throughout the workday

• Ability to communicate effectively in person, by telephone, and electronically

• Ability to participate in resident, family, community, and facility events

• Ability to perform the essential functions of the position with or without reasonable accommodation