Hospitality Services Director

Job DescriptionThe 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 & ResponsibilitiesImplements vision for service excellenceEnsures alignment across the community for improving and measuring service excellence initiatives and programsManages and improves resident and family satisfaction and loyalty using a variety of listening and learning methods and continuous improvement plansBuilds and leads a highly effective teamAchieve better than industry targets and results for revenue growth and expense managementEstablish a base of vendor partners to provide services as needed to enhance service deliveryEnsures the implementation of the strategy for the dining experience in all dining venues in the community and inspires the staff to achieve this visionCreates and implements programming standards to engage residents in meaningful and relevant programs to support the Art of Living Well into all aspects of the communityEnsures customer service is delivered with excellence while leveraging revenue opportunities for value-added servicesOversees training, performance management and hiring practices for alignment of human capital to organizational culture and service excellence objectives and associate engagement, retention and turnover resultsDrive adoption of Kisco’s software systems, resources and toolsResponsible to identify, benchmark and leverage best practices of customer experiences in the industry.Perform all other related duties as assignedKnowledge/Skills/AbilitiesBuilding Highly Effective Teams – Blends people into teams; creates strong morale and spirit; defines success in terms of the whole teamBusiness Acumen – Knowledgeable in current and possible future trends, technology, and information affecting a business. Strong financial management skills, especially managing staffing/labor costsCustomer Focus – Acts with the customers in mind. Easily gains their trust and respect. Excels at anticipating expectations and delighting customersDrive for Results – Steadfastly pushes self and others for results; can be counted on to exceed goals successfullyHiring & Staffing – Hires top talent using an effective process and criteria; assembles talented staff who complement each other’s strengths; has a nose for talentInnovation Management – Has good judgment about which creative ideas and suggestions will work; able to bring creative ideas to lifeManagerial Courage – Leans into difficult conversations in a timely manner. Provides current, direct, complete, and “actionable” positive and constructive feedback to othersManaging and Measuring Work – sets clear objectives and measures for work of others; monitors process, progress and results; builds feedback loops into workManaging Vision and Purpose – Communicates a compelling and inspired vision or sense of core purpose; can inspire and motivate entire teams or organizationsEducation/Experience/TrainingBachelor’s Degree8 – 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: $90,000-$95,000/Yr. based on experienceSunday – Thurs or Tuesday – Saturday scheduleA free meal per shiftHealthcare Benefits including Vision & Dental (Full-time only)Matching 401k (Full-time only)Paid Time OffRewards and Bonus OpportunitiesContinuous Training and Growth OpportunitiesWhat 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 #J-18808-Ljbffr