Head of Hospitality

Head Of Hospitality

Job Category: Hospitality Requisition Number: HEADO003140

Full-Time On-site Salary: $90,000 USD to $95,000 USD per year New York, NY 10023, USA

Description

Duties And Key Responsibilities:

Resident Experience & Service Excellence

• Lead the move-in and first 30-day programs, including personal welcome receptions, post-move tours, introductions to residents, and structured check-ins at 10-day, 30-day, 60-day, and biannual intervals.
• Manage communications with residents and families throughout the resident lifecycle (pre-admission, admission, maintenance, crisis, discharge), coordinating with ED and Case Manager to review service delivery failures.
• Develop, implement, and enforce signature service standards covering greeting procedures, response times (24-hour non-urgent, 2-hour priority), complaint escalation, and resolution processes.
• Establish service recovery protocols to ensure 95%+ resident satisfaction scores in non-care areas (Dining, Housekeeping, Maintenance, Programming).
• Maintain resident preference information, including traditions, personal histories, and social connections, to enable personalized interactions.

Culinary Operations Insight

• Collaborate with Culinary and Lifestyle teams to coordinate private family celebrations, holiday events, wine tastings, and cooking demonstrations.
• Conduct quality control walkthroughs of dining areas and communal spaces to ensure consistent delivery of service and aesthetic standards.

Interior Design & Environmental Management

• Oversee seasonal décor updates and ensure alignment with brand standards in collaboration with Lifestyle Director.
• Conduct walkthroughs to address first impressions, ensuring timely attention to maintenance, housekeeping, and aesthetic concerns.

Team Leadership & Staff Development

• Recruit, onboard, manage, and provide ongoing coaching to concierge team members (FT and PT).
• Provide guidance, but not direct oversight, to Dining Room and Housekeeping teams regarding service standards.
• Develop monthly training programs covering senior-specific communication, hospitality practices, and sales-focused customer interactions.
• Conduct quarterly performance reviews, implement recognition programs, and track hospitality service metrics using SOE standards in Power BI.
• Ensure cross-training for concierge backup coverage and reinforce "Everyone Sells" mentality in the community.

Concierge & Guest Services

• Oversee concierge operations, ensuring professional appearance, responsiveness, and hospitality-driven service.
• Coordinate lifestyle activities, transportation, and entertainment bookings to enhance the resident experience.
• Build and maintain relationships with local businesses, cultural organizations, and service providers to support community programming and hospitality initiatives.

Financial Management & Operations

• Support alternative revenue initiatives, including guest dining, private event hosting, and premium service offerings.
• Manage concierge budgets and invoices in accordance with financial standards.

Standards Of Excellence

• Conduct daily walkthroughs of common areas, dining spaces, and high-traffic zones to identify and address issues immediately.
• Participate in resident councils, suggestion programs, and satisfaction surveys, implementing action plans based on feedback.
• Support sales team during prospective resident tours, highlighting hospitality standards and resident testimonials.

Qualifications

Education

Required

High School or better.

Preferred

Associates or better in Hospitality and Resort Management or related field.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.