Grace Management, a nationally recognized leader in the senior living industry, is currently seeking a Director of Hospitality and Engagement. This position will work directly and collaboratively with the National Director team identifying, prioritizing, and developing programing and training to support key hospitality and engagement opportunities for both customers and associates. Preferred candidates will bring extensive Front of the House and Hospitality experience and an exceptional command of content technology and programing to support enterprise level deployment of initiatives over multi-site and multi-state locations.
This position will be based in a home office, with required travel for site and community visitation.
JOB DESCRIPTION
Grace Management, Inc.
Position: Director of Hospitality and Engagement
Reports to: Regional Director of Operations
Summary of Duties
The primary responsibility of the Director of Hospitality and Engagement is to support communities in their efforts to implement and execute company-wide strategy to create a culture of hospitality in independent living, assisted living, and memory care environments across multiple states. Ensures hospitality excellence as the standard, where outcomes and accountability are paramount.
Must desire to work with seniors and community associates.
Essential Functions
- Demonstrates support of the Grace Management, Inc. mission (by actions and attitude), policies and procedures, and assures consistent compliance.
- Provides strategic direction and oversite for the Grace Management, Inc. hospitality standards, working directly with corporate and community leaders to optimize department performance.
- Demonstrate exceptional command of the technology necessary to deliver virtual content and engagement on an enterprise scale.
- Regularly visits communities to observe and assist with operational efficiency, communicate objectives, and audit training compliance and hospitality standards.
- Collaborates with Executive Directors with onboarding and training all new Grace Management, Inc. community level leadership to ensure hospitality programs, policies and procedures, and standards are upheld.
- Develops and modifies hospitality programing and standards for each department, working directly with Regional Directors of Operations,
Executive Directors, and community leadership to implement and maintain standards.
- Participates in the development and training of “train the trainers” as needed by providing in-service presentations that include but not limited to, technique, approved procedures, regulations, company policies, front of house service dining standards, front facing customer engagement including concierge, transportation, life enrichment, resident care, and resident and associate experience.
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- Ensure department head leaders collaborate with Executive Directors to develop action plans/steps that address concerns, correct problems, and/or implement new or changed procedures and hospitality standards.
- Assesses community leadership skills and performance during community visits.
- Reports findings and provides recommendations for hospitality improvement to Executive Director and Regional Director of Operations upon leaving the community.
- Establishes and maintains relationships with all Grace Management, Inc. vendors as needed for deployment of hospitality training processes.
- Oversees and writes (if necessary) all hospitality and engagement programs for all service lines in independent, assisted living, and memory care. Will collaborate and integrate hospitality programing with
National Director of Dining Services; National Director of Memory Care,
Life Enrichment, and Training; National Director of Clinical Operations; and Vice President of Sales as applicable.
- Regularly assists and works closely with all Executive Directors to ensure all hospitality programs are implemented and adopted.
- Meets regularly with supervisor to examine and ensure hospitality programming are on target; identifying and evaluating areas of concern and success.
- Participates on all operations team calls to remain updated on company/community information and to provide updates on hospitality engagement and initiatives.
- Participates in the resident survey action planning process and evaluates quarterly progress to confirm adherence and completion of plan initiatives with the Regional Director of Operations and Executive
Director.
- Maintains brand consistency throughout all solutions and strategies.
Non-Essential Functions
- Holds periodic calls/webinars (minimum quarterly) with directors/ leaders to provide education, training, and Grace Management, Inc. hospitality standards information.
- Demonstrates an appreciation of the heritage, values and wisdom of the residents, and an understanding of the aging process.
- Collaborates with Grace Management, Inc. leaders in other departments to assure necessary care and services are provided.
- Participates in projects or committees, as assigned.
- Performs other duties as requested.
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Knowledge, Skills, Abilities, and Experience
- Bachelor’s Degree in Business Administration or related field degree.
- Prior hospitality leadership role developing and implementing customer experience standards and customer service benchmarks.
- Supervisory experience in the hospitality industry with expertise in guest experience.
- Five to seven years of multi-site experience in a related field.
- Valid Driver’s License and a driving record that meets the requirements of Grace Management, Inc. insurance carrier.
- Ability to accomplish goals and tasks by motivating others.
- Ability to read, write, and speak English.
- Computer proficiency in Microsoft Office and the ability to learn new applications.
- Solid ability to interact and build relationships.
- Excellent communication, training, and customer service skills.
- Demonstrate competence in oral and written communication.
- Must be organized, attentive to detail, and possess a positive, friendly, and professional demeanor.
- Must possess a high degree of interpersonal skills and capability of relating to a variety of people and personalities. Considerable initiative, judgment, and leadership skill are also required.
- Must possess strong organizational and time-management skills.
- Must be flexible with changing priorities and able to communicate in a diplomatic and professional manner.
- Must be able to travel regularly and overnight.
- Be in good physical health and free of communicable diseases.
- Physical requirements include bending, standing, lifting, stooping, sitting, walking, stretching, and ability to lift/carry up to 40 pounds.
- Completion of drug testing and criminal record background check upon hire and upon request of supervisor.
- Adhere to and carry out all Grace Management, Inc. policies and procedures.
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Statement of Understanding
I have read and understand the position description and essential functions provided to me for the above position. By my signature, I confirm that I also understand this is not a job offer nor is it intended to be any guarantee of future employment opportunities. This does not construe a contract and I understand that any employment offers are on an at-will basis and does not guarantee employment for any specified time period.
Associate Signature: Date:
Supervisor Signature: Date:
TO BE RETAINED IN ASSOCIATE’S PERSONNEL FILE - COPY TO ASSOCIATE
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Job Type: Full-time
Pay: $85,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Tuition reimbursement
- Vision insurance
Supplemental Pay:
Education:
License/Certification:
- Driver's License (Required)
Work Location:
- Multiple locations
- Fully Remote
- On the road
Company's website:
Benefit Conditions:
- Waiting period may apply
- Only full-time employees eligible
COVID-19 Precaution(s):
- Remote interview process
- Personal protective equipment provided or required
- Temperature screenings
- Social distancing guidelines in place
- Virtual meetings
- Sanitizing, disinfecting, or cleaning procedures in place