Job description

Mercy Village is seeking a Director of Hospitality for its community in Fort Gratiot Township, MI. Mercy Village is a member of Trinity Health Senior Communities (THSC), one of the nation’s largest, multi-institutional Catholic healthcare delivery systems, with over 40 communities in multiple states. From our amazing residents and guests who live and stay at our communities to our colleague-centric culture, you’ll find an environment that fosters a diversity of career options, and promotes career growth within the greater Trinity network.

Under the direction of the Administrator or Designee, and in cooperation and collaboration with the Community’s Leadership Team and TSLC Home Office and staff, the Director of Hospitality will oversee and manage all hospitality related functions including delivery of professional and attentive customer service that exceeds industry standards and provides a behavioral model for all associates within the Community. The Director of Hospitality will proactively identify, develop and execute solutions to enhance the resident living experience and customer service. Accountable for the admissions process, including managing and reporting the community’s census and resident turnover.

ESSENTIAL FUNCTIONS

• Actively participates and intervenes with direct care as needed and as a role model in ongoing Sanctuary Training of personnel.
• Execute assignments in a culture that is shared and collaborative across all divisions within TSLC.
• In cooperation with the Administrator, balance and manage the Community’s census, resident profile, and financial performance with trending data, competitive analyses, and a consumer-driven, hospitality model.
• Report census data to the executive team and Home Office leadership.
• Provide solutions to increase census and improve/enhance resident profile.
• Interpret the community’s policies and procedures for personnel, residents, family members, visitors, etc.
• Anticipate the needs of residents and families, going “above and beyond” routinely to provide a comfortable environment, home atmosphere, and outstanding experience; serves as the point person for the community.
• Serve as an on-site community representative for issue resolution and customer service.
• Manage department and direct reports (when applicable) and create and implement a comprehensive hospitality plan.
• Proactively identify solutions to resident/family concerns and make recommendations for improvement.
• Conducts Hospitality Training Program
• Collaborates with the Business Office and meets routinely with the resident/responsible persons to assure understanding of the status of stay, especially as it relates to finances.
• Participate in community-level strategic planning and marketing initiatives. Oversees/directs the admissions process which includes initiating, managing, and completing regulatory paperwork and/or leases and lease renewals; enhancing and maintaining referral source relationships.
• In collaboration with the Administrator, maintains the appearance of public/gathering spaces, landscaping, dining experience, etc; ensures appropriate maintenance and housekeeping for resident living space.
• Engage the community-at-large by hosting events and facilitating partnerships with outside agencies to bring attention to the Community.
• Assist Home Office Marketing and Public Relations Department with corporate communications strategies including maintaining uniform company/brand identity, defining and articulating consistent messaging.
• Maintain department budget, and place orders for equipment and supplies as necessary.
• Evaluate, develop, mentor, coach, counsel, and discipline department staff.
• As required, monitors department work hours (including vacation and holiday schedules), personnel, work assignments, etc., to ensure proper workflow and adequate staffing levels in compliance with state minimum regulations and budgeted hours.
• Maintain a working knowledge of applicable Federal, State, and local laws and regulations, Fair Housing and Housing for Older Person Act as required.
• TSLC Corporate Integrity Program, Code of Ethics, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior. Respect resident rights, including maintaining the confidentiality of all resident care information, knocking before entering a resident's room, honoring the residents' personal and property rights, informing the resident when it is necessary to move his/her personal possessions, and reporting complaints of missing property.

MINIMUM QUALIFICATIONS

• Bachelor’s degree with 5-7 years experience in customer service, hospitality, or community relations or equivalent combination of education and experience.
• Retail, customer relations, and /or hospitality experience a plus. Previous experience working in long-term care or with the geriatric population preferred Supervisory experience preferred.
• Must lead by example and possess superior customer service skills and professionalism Flexibility to adapt to ongoing change and work in a fast-paced, customer-driven environment.
• Possesses a high degree of personal accountability, responsibility, and independent decision-making abilities with the skills to plan, organize, develop, implement and interpret programs, goals, objectives, policies, and procedures of the organization.

What Perks and Benefits Can You Look Forward to?

· Day-1 Benefits

· Get paid daily with DailyPay

· Paid holidays and generous Paid Time Off (PTO)

· Up to $4,000 in tuition reimbursement annually!

· Discounts with major vendors; AT&T, Verizon, Ford Motor Company, General Motors, Quicken Loans, AND MORE!

· Low-cost medical, dental, and vision insurance plans. Enjoy lower-cost medical services when you visit facilities within the Trinity Health network.

· Great hours, no late nights

· Fast response interview times and job offers!

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

Job Type: Full-time

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• Hospitality: 5 years (Preferred)

Work Location: One location

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