Hospitality, Hotel​/Hospitality Sales

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