Director of Hospitality

POSITION: Director of Hospitality

Reports to: Executive Director

FLSA Status: Exempt 

OUR MISSION: We are united in our mission to offer seniors an elevated way of life, where comfort, connection, and joy thrive.

Position Summary: The Director of Hospitality is responsible for creating and delivering a best-in-class independent living experience that emphasizes lifestyle, service excellence, and resident satisfaction. This role oversees all hospitality-driven functions—including dining, housekeeping, life enrichment, concierge services, and resident engagement—to ensure a vibrant, engaging, and service-oriented environment.

ESSENTIAL JOB FUNCTIONS:

• 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
• Oversee daily operations of: 
  • Dining services
  • Housekeeping and laundry
  • Concierge/front desk services
  • Life enrichment and activities
• 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
• Recruit, develop, and lead a high-performing hospitality team
• Coach leaders and frontline staff on service excellence, resident engagement, and relationship-building
• Foster a culture of accountability, recognition, and continuous improvement
• Ensure proper staffing levels aligned with service expectations
• Serve as a visible leader, building strong relationships with residents and families
• Address concerns proactively and resolve issues with a service recovery mindset
• Facilitate 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