Hospitality

Position Summary:

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

To Make Each Resident Feel Cared For.

• 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.

• 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.

• Request reviews from satisfied residents and families.
• Support growth of Google reviews and community reputation.
• Share positive stories and experiences happening within the building.

• Manage the Care Cash program.
• Execute resident experience and hospitality initiatives.
• Support Peaks culture and brand programs as assigned.

• Build positive relationships with case managers and referral partners.
• Help create a welcoming and responsive experience for referral sources.

• 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 Care Cash and hospitality initiatives.
• More residents and families recommending the community to others.

• 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.

When residents, families, and visitors leave our community, they should be able to say:
They genuinely made me feel cared for.