The Director of Rooms at The Newbury 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 Resident Relations.

Essential Job Functions & Responsibilities

• Implements vision for service excellence
• Ensures alignment across the community for improving and measuring service excellence initiatives and programs
• Manages and improves resident and family satisfaction and loyalty using a variety of listening and learning methods and continuous improvement plans
• Builds and leads a highly effective team
• Achieve better than industry targets and results for revenue growth and expense management
• Establish a base of vendor partners to provide services as needed to enhance service delivery
• Ensures the implementation of the strategy for the dining experience in all dining venues in the community and inspires the staff to achieve this vision
• Creates and implements programming standards to engage residents in meaningful and relevant programs to support the Art of Living Well into all aspects of the community
• Ensures customer service is delivered with excellence while leveraging revenue opportunities for value-added services
• Oversees training, performance management and hiring practices for alignment of human capital to organizational culture and service excellence objectives and associate engagement, retention and turnover results
• Drive adoption of Kisco’s software systems, resources and tools
• Responsible to identify, benchmark and leverage best practices of customer experiences in the industry.
• Perform all other related duties as assigned

Knowledge/Skills/Abilities

• Building Highly Effective Teams – Blends people into teams; creates strong morale and spirit; defines success in terms of the whole team
• Business Acumen – Knowledgeable in current and possible future trends, technology, and information affecting a business. Strong financial management skills, especially managing staffing/labor costs
• Customer Focus – Acts with the customers in mind. Easily gains their trust and respect. Excels at anticipating expectations and delighting customers
• Drive for Results – Steadfastly pushes self and others for results; can be counted on to exceed goals successfully
• Hiring & Staffing – Hires top talent using an effective process and criteria; assembles talented staff who complement each other’s strengths; has a nose for talent
• Innovation Management – Has good judgment about which creative ideas and suggestions will work; able to bring creative ideas to life
• Managerial Courage – Leans into difficult conversations in a timely manner. Provides current, direct, complete, and “actionable” positive and constructive feedback to others
• Managing and Measuring Work – sets clear objectives and measures for work of others; monitors process, progress and results; builds feedback loops into work
• Managing Vision and Purpose – Communicates a compelling and inspired vision or sense of core purpose; can inspire and motivate entire teams or organizations

Education/Experience/Training

• Bachelor’s Degree
• 8 – 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. This position works Tuesday-Saturday or Sunday-Thursday.

What’s in it for me? (Great Question!)

• Competitive pay
• A free meal per shift
• Healthcare Benefits including Vision & Dental (Full-time only)
• Matching 401k (Full-time only)
• Paid Time Off
• Rewards and Bonus Opportunities
• Continuous Training and Growth Opportunities

What 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