Guest Experience Director | Senior Living & Wellness

Genesis; Baltimore (MD); On-site; USD 49,920 - 56,160; Full time

Benefits offered by this job

Health, Dental, Vision, life insurance

401K

Paid Time Off

Tuition discounts

On-Demand Pay

Employee Assistance Program

Job summary

Genesis Healthcare is seeking a Full Time Guest Services Director to oversee the patient and resident experience within our nursing centers, with a Tuesday-Saturday 9:30am-6pm schedule. The role focuses on delivering exceptional service and coordinating guest relations across departments.

The position requires leadership to train staff, manage satisfaction surveys, develop guest programs, recruit and supervise volunteers, and oversee reception/recreation teams.

Qualifications

• Bachelor degree or higher preferred.
• Two (2) 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 and be responsible for the nutrition 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

Hospitality experience

Education

Bachelor's degree or higher

Job description

Genesis Healthcare is seeking a Full Time Guest Services Director to oversee the patient and resident experience within our nursing centers, with a Tuesday-Saturday 9:30am-6pm schedule. The role focuses on delivering exceptional service and coordinating guest relations across departments.

The position requires leadership to train staff, manage satisfaction surveys, develop guest programs, recruit and supervise volunteers, and oversee reception/recreation teams.