National Director of Resident Experience
7 days ago
Chicago
Job Description Pay $100,000 - $115,000/year This is a 75% travel position About Grace Management, Inc. Grace Management, Inc. is a national leader in senior living, managing communities across the country that offer independent living, assisted living, and memory care. We’re proud to foster a people-centered culture rooted in compassion, connection, and service. At Grace, you’re more than an employee — you’re part of a team dedicated to making a meaningful difference in the lives of residents and their families every day. Why Grace Management? Our tagline says it all: It’s not like home. It is home. We’re a mission-driven company dedicated to creating meaningful experiences for residents, families, and team members — and we’re looking for someone who can help bring that story to life in a bold and innovative way. We believe the quality of our communities starts with the people who support them, which is why we’re committed to help nurture a strong sense of belonging and professional growth. Full-time benefits include: • PTO (Paid Time Off) and Holiday Pay: Take advantage of paid time off to maintain a healthy work-life balance., • Daily pay: Get paid daily, providing you with financial flexibility and control over your earnings., • Health/Dental Insurance, • 401K with employer match: Plan for your financial future with our 401k program., • Life Insurance: Company paid life insurance, • Short and long-term disability: Financial security while you recover from an injury that puts you out of work, • Referral Bonuses: Refer qualified candidates and earn rewards, • Tuition Reimbursement: Invest in your education with our support The primary responsibility of the National Director of Resident Experience is to support communities and Grace Management, Inc. Leadership in their efforts to implement and execute company-wide strategy to create a culture of Vibrant Living and hospitality in active adult, independent living, assisted living, and memory care environments across multiple states. This position will be responsible for the training of all life enrichment associates and support the development of Vibrant Living standards to ensure the highest quality of life for residents. Essential Functions of the National Director of Resident Experience • Demonstrates support of the Grace Management, Inc. mission (by actions and attitude), policies and procedures, and assures consistent compliance., • Oversee the development, implementation, and continuous improvement of community life enrichment programs, ensuring they align with The Vibrant Living Program Standards., • Assist in the refinement of life enrichment service standards, ensuring consistency across all communities while allowing for regional and resident-driven customization., • Develop and implement quality assurance processes for life enrichment programs, including gauging engagement levels and resident satisfaction to inform and support the creation of future programs and standards, especially related to the Active Adult and Independent Living Resident Experience., • Assist with conducting regular audits of Life Enrichment calendars to ensure programming aligns with Grace Management, Inc.’s hospitality and engagement philosophy, offering a balanced variety of programs in alignment with Vibrant Living Standards., • Support the development and implementation of national hospitality standards to ensure service excellence in all interactions, events, and community experiences. Will collaborate and integrate hospitality programing with the National Discipline Leaders, Senior Operations and Sales Leadership as applicable., • Provides strategic direction and oversite for the Grace Management, Inc. hospitality standards, working directly with corporate and community leaders to optimize department performance and develop national platforms and programs to support the stated strategy., • Demonstrate an exceptional command of the technology necessary to deliver virtual content and engagement on an enterprise scale., • Drives the full utilization of all current technologies and engagement programs with a forward focus on expanding our utilization of technology to optimize service delivery, • 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 training standards for each department, working directly with both regional 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 consider the resident and guest experience in each community through each department., • Lead initiatives to improve service culture, focusing on hospitality-driven interactions with residents, guests, and associates., • Reports findings and provides recommendations for hospitality and Life Enrichment improvement to Executive Director and Regional Director of Operations upon leaving the community., • Regularly assists and works closely with all Executive Directors to ensure all hospitality and life enrichment programs are implemented and adopted., • Meets regularly with supervisor to examine and ensure hospitality and life enrichment programming are on target; identifying and evaluating areas of concern and success., • Supports community satisfaction survey action planning processes and evaluates quarterly progress with regional teams. In conjunction with National Team, identifies and consolidates national trends to guide future process improvement and programming upgrades., • Create and implement feedback mechanisms (surveys, focus groups) to ensure hospitality and life enrichment programs align with resident expectations and are measurable Key Performance Indicators (KPIs)., • Serves as a member of the Grace Management, Inc. acquisition transition team to support introduction of Grace Management Inc. cultural and process standards for Hospitality and Life Enrichment., • Stays informed on hospitality and life enrichment trends in senior living and adjacent industries to introduce innovative service models., • Support Life Enrichment leaders in incorporating hospitality elements into events and outings, elevating the resident and guest experience through enhanced service touchpoints., • Support the onboarding, training, and mentorship of new Life Enrichment Directors, ensuring they understand and implement Grace Management, Inc.’s hospitality and engagement standards., • Review and provide feedback on community newsletters, ensuring content reflects hospitality-driven messaging, resident-centered experiences, and maintains high-quality brand standards., • Travels to communities and provides training, oversite, and leadership support for all Life Enrichment and Hospitality programs., • Holds periodic calls/webinars with directors/ leaders to provide education, training, and Grace Management, Inc. hospitality and life enrichment standards, initiatives, and new 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., • Bachelor’s Degree in Business Administration, Gerontology, Recreational Therapy, 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 and/or senior living industry in a life enrichment/event planning role., • 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.
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