Director of Hospitality

Description

• Supports the mission, vision and goals of the organization, upholding and promoting company culture and vision.
• Design and execute a comprehensive independent living lifestyle program that promotes engagement, wellness, socialization, and purpose
• Lead the development of signature programming aligned with resident interests (social events, cultural outings, wellness initiatives, lifelong learning)
• Foster a hospitality-first culture focused on personalization and proactive service delivery
• Continuously evaluate and enhance the overall resident experience through feedback and engagement metrics
• Leader of the Resident onboarding process, working with the various operations directors.
• Oversee the Concierge Desk Team of 8-10 and 24-hour operation.
• Recruit, develop, and lead a high-performing hospitality/Concierge team.
• Ensure consistent delivery of high-quality service standards across all departments.
• Collaborate with department leaders to create seamless, resident-centered service experiences.
• Partner with Culinary leadership to ensure dining reflects a restaurant-quality, hospitality-driven experience
• Promote flexible dining options, resident choice, and elevated service standards
• Monitor satisfaction scores and implement continuous improvement initiatives.
• Coach leaders and frontline staff on service excellence, resident engagement, and relationship-building
• Foster a culture of accountability, recognition, and continuous improvement
• Serve as a visible leader, building strong relationships with residents and families
• Address concerns proactively and resolve issues with a service recovery mindset
• Facilitate Independent Living resident meetings, councils, and feedback sessions
• Develop and manage departmental budgets
• Optimize labor and expenses while maintaining exceptional service delivery
• Identify opportunities for revenue enhancement through programming and services
• Ensure hospitality services meet internal standards and applicable regulations
• Track and analyze key performance indicators (occupancy experience, satisfaction, engagement levels)
• Lead continuous improvement initiatives based on data and feedback
• Act in the role as Manager on Duty.
• Support and model the sales focus, leading by example and help support the sales team in events and tours.

Requirements

• Bachelor’s degree in Hospitality, Business, Healthcare Administration, or related field (preferred)
• 5+ years of leadership experience in:
  Senior living (Independent Living preferred), or Hospitality, hotel/resort management, or lifestyle-focused environments
• Demonstrated experience leading multi-department operations
• Strong understanding of hospitality principles applied to senior living
• Proven ability to create engaging, lifestyle-driven resident experiences
• Exceptional leadership, communication, and relationship-building skills
• Financial acumen with experience managing budgets and optimizing operations
• Passion for delivering high-touch, personalized service.
• Manager on Duty schedule, working Sunday-Thursdays.