Hospitality Hero

Peaks Healthcare Consulting; Topeka (KS); On-site; USD 35,000 - 50,000; Full time

Job summary

Peaks Healthcare Consulting in Topeka, Kansas is seeking a Hospitality Hero to ensure that residents and their families feel genuinely cared for throughout their stay. This position highlights the importance of building relationships and improving resident experiences.

The ideal candidate will have excellent communication skills, a service-oriented mindset, and experience in healthcare or hospitality. Responsibilities include conducting daily rounds, managing family communication, and executing hospitality initiatives.

Qualifications

• Compassionate and service-oriented mindset.
• Strong follow-through and problem-solving abilities.
• Experience in healthcare, hospitality, senior living, or customer service preferred.

Responsibilities

• Conduct daily resident rounding.
• Build meaningful relationships with residents.
• Identify and resolve concerns before they become complaints.
• Manage the CareCash program.
• Provide updates to families on residents' experiences.

Skills

Excellent communication skills

Relationship-building skills

Service-oriented mindset

Problem-solving abilities

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.