Guest Experience Director: Elder Care & Family Champion

Paradigm-Healthcare-5; Houston (TX); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Dental insurance

Health insurance

Paid time off

Professional development assistance

Vision insurance

Job summary

Paradigm at Woodwind Lakes is seeking a compassionate Director of Customer Experience to monitor guest satisfaction, engage with residents and families, and provide actionable insights to facility leadership. The role includes guiding tours, managing admissions, and coordinating with clinical personnel to ensure seamless service.

You will respond to concerns, implement follow-ups, and support the management team in delivering outstanding hospitality and care within a Long-Term Care setting.

Qualifications

• High school diploma or GED; college degree or hospitality degree preferred.
• Computer literacy in Microsoft Outlook, Microsoft Office, and Internet required.
• 2 years of professional experience in a similar role with emphasis on hospitality.
• Excellent written and verbal communication, judgment, and foresight.
• Ability to care for elderly and others needing services; compassionate disposition.
• Demonstrated leadership, organization, and professional attitude; self-motivated and self-directed.
• Ability to work well under pressure, meet deadlines, and handle multiple tasks.
• Active listening, critical thinking, and active learning skills.

Responsibilities

• Manage referral information and ensure proper placement for referral review.
• Coordinate arrival of new residents and prepare rooms offering a great first impression.
• Greet and orientate new residents and families to facility services.
• Serve as liaison for tours, admissions, and resident requests.
• Resolve resident and family concerns and develop follow-up strategies.
• Follow up with short-term residents and families regularly as directed.
• Prepare for facility marketing meetings and provide updates as needed.
• Ensure clinical documentation is scanned into the EMR in a timely manner.
• Provide complaint/grievance reports to the Administrator; coordinate transportation with approved vendors.

Education

High school diploma or GED

College degree or hospitality degree preferred

Job description

Paradigm at Woodwind Lakes is seeking a compassionate Director of Customer Experience to monitor guest satisfaction, engage with residents and families, and provide actionable insights to facility leadership. The role includes guiding tours, managing admissions, and coordinating with clinical personnel to ensure seamless service.

You will respond to concerns, implement follow-ups, and support the management team in delivering outstanding hospitality and care within a Long-Term Care setting.