Hospitality & Resident Services Manager

at Five Star Senior Living Inc. in Arlington Heights, Illinois, United States

Job Description

Work With Purpose

At Five Star Senior Living, our people are the critical link to those we serve, and it is their vitality, energy, and caring nature that allows us to fulfill our mission of enriching and inspiring the journey of life. In addition to nurturing and advancing the lives of our residents, our team members enjoy meaningful opportunities for personal and professional growth, within a supportive culture centered around advancing their lives, as well.
Work With Purpose
At Five Star Senior Living, our people are the critical link to those we serve, and it is their vitality, energy, and caring nature that allows us to fulfill our mission of enriching and inspiring the journey of life. In addition to nurturing and advancing the lives of our residents, our team members enjoy meaningful opportunities for personal and professional growth, within a supportive culture centered around advancing their lives, as well.

The Opportunity
The Hospitality & Resident Services Manager will be responsible for enhancing the living experience of our independent living (IL) residents. This role demands a proactive approach to resident well-being, community engagement, and program management to ensure the highest standards of service and satisfaction.

What You'll Do
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 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.

What You'll Bring
POSITION REQUIREMENTS / QUALIFICATIONS:
Must be at least 21 years of age.
Must pass State and Company criminal background/drug screens.
Bachelor's degree in Hospitality, Business Administration, or related field preferred.
Minimum of 3 years of experience in hospitality or resident services, preferably in a senior living or healthcare setting.

We Got You
We see and support the whole you. Because investing in you, and all our team members, is the first step in making a difference in the lives of others.
Comprehensive Medical/Dental/Vision
401k + Match
Competitive PTO
Life, Disability & other supplemental benefits
Professional Development Funds
Wellness Coaching & Personal Support Benefits
Recognition & Reward Programs

Is This You?
Beyond checking off the boxes, we're looking for someone who shares our deep sense of purpose and passion for advancing the lives of others.
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.

EEOC
Five Star prohibits discrimination against any applicant or employee with... For full info follow application link.

EEOC 

Five Star prohibits discrimination against any employee or applicant for employment with regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, genetic information, disability or veteran status. In addition to federal requirements, Five Star complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has communities and/or facilities. This policy applies to all terms and conditions of employment, including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.