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.