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.