Hospitality Services Director

Job Description

The Hospitality Services Director at The Fitzgerald drives all aspects of service excellence in a high end senior living community. This position creates and implements the vision for customer services of the community that are non-clinical in nature. Reporting to the General Manager of the community, this position plans, designs, implements and evaluates services in the areas of Dining, Resident Relations, and Wellness.

Essential Job Functions & Responsibilities

• Implements vision for service excellence
• Ensures alignment across the community for improving and measuring service excellence initiatives and programs
• Manages and improves resident and family satisfaction and loyalty using a variety of listening and learning methods and continuous improvement plans
• Builds and leads a highly effective team
• Achieve better than industry targets and results for revenue growth and expense management
• Establish a base of vendor partners to provide services as needed to enhance service delivery
• Ensures the implementation of the strategy for the dining experience in all dining venues in the community and inspires the staff to achieve this vision
• Creates and implements programming standards to engage residents in meaningful and relevant programs to support the Art of Living Well into all aspects of the community
• Ensures customer service is delivered with excellence while leveraging revenue opportunities for value-added services
• Oversees training, performance management and hiring practices for alignment of human capital to organizational culture and service excellence objectives and associate engagement, retention and turnover results
• Drive adoption of Kisco’s software systems, resources and tools
• Responsible to identify, benchmark and leverage best practices of customer experiences in the industry.
• Perform all other related duties as assigned

Knowledge/Skills/Abilities

• Building Highly Effective Teams – Blends people into teams; creates strong morale and spirit; defines success in terms of the whole team
• Business Acumen – Knowledgeable in current and possible future trends, technology, and information affecting a business. Strong financial management skills, especially managing staffing/labor costs
• Customer Focus – Acts with the customers in mind. Easily gains their trust and respect. Excels at anticipating expectations and delighting customers
• Drive for Results – Steadfastly pushes self and others for results; can be counted on to exceed goals successfully
• Hiring & Staffing – Hires top talent using an effective process and criteria; assembles talented staff who complement each other’s strengths; has a nose for talent
• Innovation Management – Has good judgment about which creative ideas and suggestions will work; able to bring creative ideas to life
• Managerial Courage – Leans into difficult conversations in a timely manner. Provides current, direct, complete, and “actionable” positive and constructive feedback to others
• Managing and Measuring Work – sets clear objectives and measures for work of others; monitors process, progress and results; builds feedback loops into work
• Managing Vision and Purpose – Communicates a compelling and inspired vision or sense of core purpose; can inspire and motivate entire teams or organizations

Education/Experience/Training

• Bachelor’s Degree
• 8 – 10 years’ management experience in hospitality or a service industry.
• Proven track record leading results driven teams with an emphasis on financial & operational performance, customer and associate engagement.
• Degree in hospitality preferred.
• Master’s degree a plus.
• Availability to work evenings, weekends and holidays.

What’s in it for me? (Great Question!)

• Competitive pay: $80,000-$105,000/Yr. based on experience
• A free meal per shift
• Healthcare Benefits including Vision & Dental (Full-time only)
• Matching 401k (Full-time only)
• Paid Time Off
• Rewards and Bonus Opportunities
• Continuous Training and Growth Opportunities

What do we do?

We create a great place to live for our residents and a great place to work for our associates.  Kisco Senior Living has been a dynamic, award-winning leader in the senior living industry for over 30 years.

 All offers of employment are subject to satisfying our pre-employment process which includes: successfully passing a drug screen, TB Test and Background Check

*Kisco Senior Living is an Equal Opportunity Employer