Hospitality Director

About the Role

Under the direction of the Administrator, Executive Director, and/or Regional Housing Administrator, and in cooperation with the Community’s Leadership Team and TSLC Home Office staff, the Director oversees and manages all hospitality-related functions. This role is responsible for delivering professional and attentive customer service that exceeds industry standards and serves as a behavioral model for all employees within the Community. The Director proactively identifies, develops, and executes solutions to enhance the resident living experience and customer service. Additionally, the Director is accountable for the admissions process, including managing and reporting the community’s census and resident turnover.

Responsibilities

• Serve as the on-site community representative for issue resolution and customer service.
• Manage departments and direct reports (when applicable) and create and implement a comprehensive hospitality plan addressing:
  • Establishing the community as “the senior resource” in the community-at-large.
  • Engaging residents and families in focus groups and customer service surveys to gather input and measure the success of the Hospitality Plan and customer service initiatives.
  • Facilitating resident-to-resident communication and feedback to management.
• Anticipate the needs of residents and families, routinely going “above and beyond” to provide a comfortable environment, home atmosphere, and outstanding experience.
• Act as the point person for the community.

Requirements

• Bachelor’s degree with 5-7 years' experience in customer service, hospitality, or community relations, or an equivalent combination of education and experience.
• Retail, customer relations, and/or hospitality experience is a plus.
• Supervisory experience preferred.
• Demonstrates superior written and verbal communication, human relations management, and presentation skills.
• Comfortable operating in a collaborative, shared leadership environment.
• Self-starter with high motivation, energy, and the ability to work independently.

About the Organization

Marycrest is a member of Trinity Health Senior Communities (THSC), one of the nation’s largest, multi-institutional Catholic health care delivery systems, with over 40 communities in multiple states. THSC fosters a colleague-centric culture and offers diverse career options with opportunities for growth within the greater Trinity network.

Trinity Health is committed to diversity and inclusion, honoring the dignity of every person and recognizing the unique perspectives, experiences, and talents each colleague brings. By embracing differences, the organization grows stronger and delivers compassionate, person-centered care.