Customer Experience Director

3 days ago


Arlington Heights, Illinois, United States FiveStar Senior Living Full time
About FiveStar Senior Living

We're a community-driven organization dedicated to enriching the lives of our residents. Our team is passionate about creating a supportive environment that fosters personal growth and well-being.

Job Title: Hospitality & Resident Services ManagerEstimated Salary: $65,000 - $85,000 per year

This role demands a proactive approach to resident well-being, community engagement, and program management to ensure the highest standards of service and satisfaction.

Responsibilities
  • Evaluate IL residents' needs, manage and respond to complaints, oversee the move-in and move-out processes, and ensure that residents are fully supported during their stay, including during temporary hospital visits.
  • Participate in daily stand-ups, facilitate new hire orientations, and lead by example in fostering a collaborative and caring community environment. Engage in business transformation projects and annual planning to improve service delivery.
  • Conduct community tours and collaborate with the sales and marketing team to ensure the readiness and appeal of the facility. Help organize and execute community events and initiatives.
  • Maintain accurate records of incidents and accidents, manage resident documentation, and ensure compliance with all facility policies and procedures.
  • Recognize and nominate team members for awards to encourage high performance.
Requirements
  • Must be at least 21 years of age.
  • Must pass State and Company criminal background/drug screens.
  • A bachelor's degree in hospitality, business administration, or a related field is preferred.
  • Minimum of 3 years of experience in hospitality or resident services, preferably in a senior living or healthcare setting.
Benefits
  • Comprehensive Medical/Dental/Vision
  • 401k + Match
  • Competitive PTO
  • Life, Disability & other supplemental benefits
  • Professional Development Funds
  • Wellness Coaching & Personal Support Benefits
  • Recognition & Reward Programs
What We Offer
  • Puts People First – You have an authentic connection to our vision of a world in which the quality of life is ageless, and a desire to advance our culture by always respecting and empowering our team members, residents, and families.
  • Customer-Focused – You strive to build and strengthen customer loyalty by delivering exceptional hospitality, thoughtful solutions, and innovative customer attraction and retention strategies.
  • Results Oriented – You're forward-thinking, seeing the big picture as you lead with empathy and drive to exceed results. You firmly believe that the way in which we achieve results is just as important as what we accomplish together.
  • Drives Operational Excellence – You encourage a mindset of continuous improvement. You respect ideas, collaborate, and empower others to elevate how and what we deliver for our customers and each other.
  • Embraces Change – You're a change driver A positive communicator who engages all key stakeholders to help them anticipate and embrace what's next, you're always adjusting the target for continuous improvement.


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