Lead Resident Services

The Experience Senior Living team is excited to announce the upcoming grand opening of The Gallery Tampa, with first resident move-ins anticipated in October 2026. This is a unique opportunity to play a key role in launching one of the premier luxury senior living communities in the Tampa market.

About the role

We are approximately a month away from making hiring decisions. During this time, we will review applications, conduct initial phone interviews, and begin the interview process to build our opening team.

Responsibilities

• Serves as a point of contact for needs, requests, and complaints for all residents, families, guests, vendors, and staff
• Provides a level of service that is positive and memorable, with a solid understanding of the customer’s needs
• Assists in providing personalized solutions to customer needs, requests, or concerns
• Answers the phone within 3 rings; determines the nature of the call to relay information or route appropriately
• Takes detailed messages with name, date, time, return phone number, and additional pertinent information, ensuring timely delivery to the intended person
• Coordinates services for residents and families, including dry cleaning, grocery and drug store delivery, dinner reservations, beauty parlor services, theater and movie tickets, and transportation to events, appointments, and errands
• Follows up after services to confirm satisfaction
• Connects with new residents and families within the first week of arrival to welcome them and provide information on concierge services
• Answers questions and directs residents to nearby community resources
• Coordinates the community’s transportation schedule, monitors sign-up sheets for conflicts, and provides written confirmation to all parties
• Serves as a liaison between the culinary department and guest meal reservations, providing written confirmation for reservations
• Makes reminder calls to residents and maintains RSVP lists for community, family, and special events
• Maintains security by following procedures and monitoring logbooks, including resident and guest sign-in/sign-out logs
• Maintains a safe, clean, and organized reception, lobby, and welcome area
• Receives and sorts incoming mail, delivering mail as appropriate
• Receives and logs all packages arriving at the community
• Performs other duties as assigned

Requirements

• Experience as a Concierge or in a customer service role is preferred
• One (1) to two (2) years of working with seniors preferred
• Ability to use independent judgment and discretion to make decisions in the best interest of the customer
• Strong verbal, written, and visual communication skills
• Confidence and patience in all interactions
• Efficient time management skills
• Proficiency with standard office equipment and technology, including computers, iPad/tablet, Word, internet, and email
• Position may require driving responsibilities; must possess a valid driver’s license with an acceptable driving record per company’s Motor Vehicle Policy
• Ability to think creatively and independently to meet objectives
• Innovative problem-solving skills with a realistic understanding of issues
• Ability to identify, obtain, and allocate resources to achieve goals
• Ability to work in a team setting to accomplish goals and support company culture
• Punctual, neat, clean, and professional in appearance
• Ability to work varied schedules, including weekends, evenings, and holidays

Benefits

• Medical, dental, and vision insurance
• Short-term/long-term disability (STD/LTD) and life insurance, including voluntary life options
• 401k with employer matching
• Paid holidays
• Up to 20 days PTO in the first three years

Employment is contingent upon successful completion of background screening in accordance with Florida law and company policy. Certain positions may require fingerprinting and Level 1 or Level 2 background screening.