Guest Experience Director, Senior Care & Service Excellence

Genesis Administrative Services LLC; Baltimore (MD); On-site; USD 33,062 - 37,195; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401K

Paid Time Off

On-Demand Pay

Pet Insurance

Disability Insurance

Hospital Indemnity

Job summary

Genesis Healthcare is seeking a Full Time Guest Services Director to oversee Customer Service, Recreation, and related services in a nursing center. The role focuses on delivering compassionate care, coordinating staff, and elevating patient and family experiences within a supportive environment.

You will train staff, manage satisfaction surveys, and develop weekly Guest Services programs tailored to residents' needs and goals, while guiding volunteers and supervising front-line teams.

Qualifications

• Bachelor degree or higher preferred.
• Two years full-time experience in customer service/hospitality preferred.

Responsibilities

• Train and coach nursing center staff so they maintain the highest level of customer service.
• Manage the customer satisfaction survey process within the nursing center. Responsible for the nursing center's customer satisfaction scores and response rates.
• Provide a meaningful Guest Services program for all patients/residents that includes creative, intellectual, physical, service, social, and spiritual individual and group opportunities each week based on the customer's needs, interests, abilities, preferences, treatment plans and goals.
• Establish and maintain an effective volunteer program through recruiting, screening, orienting, training, supervising, evaluating, and recognizing volunteers.
• Supervise Guest Services staff, including Recreation staff and receptionists.

Skills

Customer service experience

Hospitality experience

Education

Bachelor degree or higher

Job description

Genesis Healthcare is seeking a Full Time Guest Services Director to oversee Customer Service, Recreation, and related services in a nursing center. The role focuses on delivering compassionate care, coordinating staff, and elevating patient and family experiences within a supportive environment.

You will train staff, manage satisfaction surveys, and develop weekly Guest Services programs tailored to residents' needs and goals, while guiding volunteers and supervising front-line teams.