Hospitality Hero

Peaks Healthcare; Deming (NM); On-site; USD 38,000 - 52,000; Full time

Job summary

Peaks Healthcare is seeking a Hospitality Hero who ensures residents feel seen, heard and cared for during their stay. You will be the community’s ambassador of hospitality, building relationships, resolving concerns, and communicating with families to create memorable experiences.

You will manage CareCash and culture initiatives, support Peaks brand programs, and collaborate with referral partners to deliver a welcoming, responsive experience.

Qualifications

• Excellent communication and relationship-building skills.
• Compassionate, service-oriented mindset.
• Strong follow-through and problem-solving abilities.
• Healthcare, hospitality, senior living, or customer service experience preferred.

Responsibilities

• Enhance resident experience through daily rounding, meaningful connections, and personalised moments.
• Maintain proactive family communication with weekly updates and responsive support.
• Support online reputation by encouraging positive reviews and sharing good experiences.
• Coordinate CareCash and hospitality initiatives and support brand programs.
• Build referral relationships with case managers and partners to ensure welcoming experiences.

Skills

Excellent communication

Relationship-building

Problem-solving

Customer service

Job description

Hospitality Hero

Mission

To Make Each Resident Feel Cared For.

Position Summary

The Hospitality Hero is responsible for ensuring residents and families feel seen, heard, valued, and cared for throughout their stay.

This role serves as the primary ambassador of hospitality within the community by building relationships, resolving concerns, communicating with families, creating memorable resident experiences, managing CareCash and other culture initiatives, and helping turn great care into great experiences.

The Hospitality Hero is employed by the community, reports to the Administrator, and works closely with Steven Davis, CMO of Peaks Healthcare Consulting, on resident experience, hospitality, branding, and culture initiatives.

Key Responsibilities

Resident Experience

• Conduct daily resident rounding.
• Build meaningful relationships with residents.
• Identify and resolve concerns before they become complaints.
• Create personalized moments that improve resident satisfaction.
• Welcome all new residents and conduct admission follow-up visits.

Family Communication

• Contact each resident's primary family contact (POC) at least once per week.
• Provide updates on the resident's experience.
• Answer questions and address concerns.
• Ensure families feel informed and connected.

Reviews & Reputation

• Request reviews from satisfied residents and families.
• Support growth of Google reviews and community reputation.
• Share positive stories and experiences happening within the building.

CareCash & Culture

• Manage the CareCash program.
• Execute resident experience and hospitality initiatives.
• Support Peaks culture and brand programs as assigned.

Referral Relationships

• Build positive relationships with case managers and referral partners.
• Help create a welcoming and responsive experience for referral sources.

What Success Looks Like

• Improved Happy vs. Not Happy scores.
• Increased resident and family satisfaction.
• Increased Google reviews and star ratings.
• Reduced resident and family complaints.
• Reduced AMA and avoidable early discharges.
• 100% weekly family outreach completion.
• Successful execution of CareCash and hospitality initiatives.
• More residents and families recommending the community to others.

Qualifications

• Excellent communication and relationship-building skills.
• Compassionate, service-oriented mindset.
• Strong follow-through and problem-solving abilities.
• Healthcare, hospitality, senior living, or customer service experience preferred.

Ultimate Goal

When residents, families, and visitors leave our community, they should be able to say:

"They genuinely made me feel cared for."