Community Sales

Description GENERAL DESCRIPTION OF POSITION

The Community Sales role is responsible for driving occupancy and revenue growth for a designated Hawthorn Senior Living community. This position serves as the primary point of contact for prospective residents and their families, guiding them through the inquiry, discovery, tour, follow-up, and move-in process with empathy, urgency, and professionalism.

Reporting to the Regional Director of Sales & Marketing, the Community Sales employee works closely with the Community Management, on-site team members, and regional leadership to ensure consistent sales practices, CRM utilization, and exceptional customer experiences. This role requires curiosity, persistence, strong communication skills, and a commitment to helping seniors make confident, informed decisions about their future.

• Minimum two (2) years of successful sales experience, preferably in senior living, hospitality, healthcare, or a related relationship-based industry.
• Demonstrated ability to achieve and exceed sales goals in a high-volume or customer-focused environment.
• Strong discovery, communication, and follow-up skills, with the ability to build trust and rapport with seniors and their families.
• Ability to overcome objections using consultative selling techniques, including Value Matching and Tactical Empathy.
• Proficiency with CRM systems (Welcome Home preferred) and strong computer skills, including Microsoft Office 365.
• Excellent organizational and time-management skills, with the ability to manage multiple prospects, deadlines, and priorities.
• Warm, professional, and engaging communication style – both verbal and written.
• Demonstrates Hawthorn’s values of integrity, teamwork, accountability, and resident-centered service.
• Strong problem-solving and decision-making skills; able to work independently while contributing to a team-oriented environment.
• Flexible to work evenings or weekends based on community needs.
• Must have a valid driver’s license, reliable transportation, and proof of insurance.

• This position has no supervisory responsibilities.

Responsibilities include, but is not limited to:

• Maintain current knowledge of the Hawthorn Senior Living Employee Handbook and adhere to all company policies and standards.
• Spend 80% of time selling by staying face to face with prospects, voice to voice with prospects, planning and documenting in the CRM the next task to get face to face or voice to voice. Manage the remaining 20% of time marketing, through external business development.
• Respond promptly to all new inquiries via phone, email, and walk-ins, ensuring a warm, professional first impression.
• Conduct thorough discovery conversations to understand each prospect’s needs, motivations, concerns, and timeline.
• Schedule and lead personalized community tours, lunches, and follow-up appointments that highlight Hawthorn’s all-inclusive lifestyle and value proposition.
• Maintain accurate, timely documentation in Welcome Home CRM for all inquiries, tours, follow-ups, and next steps.
• Execute consistent and timely follow-up through phone calls, emails, letters, cards, and home visits when appropriate.
• Partner with the Community Management and RDSM to develop measurable, actionable sales goals and strategies.
• Collaborate closely with the Culinary team to ensure meals, tastings, and dining room experiences support tour success and reflect Hawthorn’s culinary and hospitality standards.
• Work in partnership with community leadership and activities to identify and support prospect-facing events and lifestyle demonstrations that enhance the Hawthorn value proposition during tours.
• Communicate upcoming…