Hospitality Hero

Peaks Healthcare Consulting; Farmington (NM); On-site; USD 30,000 - 45,000; Full time

Job summary

Peaks Healthcare Consulting is seeking a Hospitality Hero in Farmington, New Mexico, to ensure that residents and families feel seen, heard, valued, and cared for. The role involves daily interactions with residents to build relationships and enhance their experience.

Successful candidates will have excellent communication skills, a compassionate mindset, and preferred experience in healthcare or hospitality settings. The position aims to improve resident satisfaction and foster a supportive community atmosphere.

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

• Conduct daily resident rounding.
• Build meaningful relationships with residents.
• Identify and resolve concerns before they become complaints.
• Create personalized moments that improve resident satisfaction.

Skills

Excellent communication and relationship-building skills

Compassionate, service-oriented mindset

Strong follow-through and problem-solving abilities

Healthcare experience

Hospitality experience

Senior living experience

Customer service experience

Job description

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

Mission

To Make Each Resident Feel Cared For.

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.