Hospitality Services Manager

Moravian Village of Bethlehem; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

Moravian Village of Bethlehem is seeking a Hospitality Services Manager to oversee front desk, reception services, and dining room operations for a seamless resident and guest experience. You will lead staff, ensure regulatory compliance, and act as a liaison among residents, families, and leadership.

Ideal candidates have 3–5 years in hospitality or senior living with 2+ years in leadership, a related degree, and strong customer service, communication, and organizational skills.

Qualifications

• Minimum 3–5 years in hospitality, dining services, customer service, or senior living.
• Minimum 2 years of supervisory or management experience.
• Experience in a CCRC, senior living, healthcare, hotel, restaurant, or hospitality environment preferred.
• Associate's Degree required; Bachelor's degree preferred in related field.
• Strong leadership, customer service, and communication skills.
• Proficiency with Microsoft Office and scheduling software.
• Ability to maintain confidentiality and professionalism.
• Ability to manage multiple departments and priorities simultaneously.

Responsibilities

• Serve as a visible leader and ambassador for the community.
• Foster a culture of exceptional customer service and hospitality.
• Build relationships with residents, families, guests, and staff.
• Address resident concerns and service recovery promptly and professionally.
• Conduct resident satisfaction rounds and follow-up actions.
• Support community events, special functions, and resident programs.
• Oversee daily front desk and reception operations.
• Ensure professional handling of calls, visitors, vendors, and inquiries.
• Supervise visitor management and building access procedures.
• Coordinate mail distribution, package management, and admin support.
• Maintain reception area appearance and organization.
• Ensure appropriate front desk staffing and coverage.
• Manage day-to-day dining room operations for meals.
• Ensure residents receive courteous, accurate, and timely service.
• Collaborate with culinary leadership to enhance resident dining experiences.
• Monitor dining room cleanliness, safety, and presentation.
• Address dining concerns and special accommodation requests.
• Assist in planning and coordinating special dining events.
• Recruit, train, schedule, supervise, and evaluate front desk and dining room personnel.
• Conduct orientation and ongoing training programs.
• Promote employee engagement, teamwork, and accountability.
• Manage employee performance and corrective action processes when necessary.
• Conduct regular staff meetings and coaching sessions.

Skills

Customer service

Leadership

Communication

Multitasking

Problem solving

Dining service operations

Microsoft Office

Scheduling software

Education

Associate's Degree

Bachelor's Degree in Hospitality Management, Healthcare Administration, Business Administration, or related field

Job description

Position Summary

The Hospitality Services Manager is responsible for overseeing the daily operations of the community's front desk, reception services, and dining room operations to ensure an exceptional resident, guest, and family experience. This leadership role combines hospitality, customer service, and dining management responsibilities to create a welcoming environment throughout the Continuing Care Retirement Community (CCRC).

The manager supervises front desk and dining room staff, promotes resident satisfaction, ensures operational efficiency, maintains compliance with regulatory standards, and serves as a key liaison between residents, families, visitors, and community leadership.

Essential Duties and Responsibilities

Hospitality & Resident Experience

• Serve as a visible leader and ambassador for the community.


• Foster a culture of exceptional customer service and hospitality.


• Build positive relationships with residents, families, guests, and staff.


• Address resident concerns and service recovery issues promptly and professionally.


• Conduct resident satisfaction rounds and assist with follow-up actions.


• Support community events, special functions, and resident programs.

Front Desk Operations

• Oversee daily front desk and reception functions.


• Ensure professional handling of incoming calls, visitors, vendors, and resident inquiries.


• Supervise visitor management and building access procedures.


• Coordinate mail distribution, package management, and general administrative support services.


• Maintain reception area appearance and organization.


• Ensure appropriate front desk staffing and coverage.

Dining Room Operations

• Manage day-to-day dining room operations for all meal services.


• Ensure residents receive courteous, accurate, and timely service.


• Collaborate with culinary leadership to enhance resident dining experiences.


• Monitor dining room cleanliness, safety, and presentation.


• Address resident dining concerns and special accommodation requests.


• Assist in planning and coordinating special dining events and celebrations.

Leadership & Staff Development

• Recruit, train, schedule, supervise, and evaluate front desk and dining room personnel.


• Conduct orientation and ongoing training programs.


• Promote employee engagement, teamwork, and accountability.


• Manage employee performance and corrective action processes when necessary.


• Conduct regular staff meetings and coaching sessions.

Qualifications

Education

• Associate's Degree required.


• Bachelor's Degree in Hospitality Management, Healthcare Administration, Business Administration, or related field preferred.

Experience

• Minimum of three to five years of hospitality, dining services, customer service, or senior living experience.


• Minimum of two years of supervisory or management experience.


• Experience in a CCRC, senior living, healthcare, hotel, restaurant, or hospitality environment preferred.

Knowledge, Skills, and Abilities

• Exceptional customer service and hospitality skills.


• Strong leadership and team-building abilities.


• Excellent verbal and written communication skills.


• Ability to manage multiple departments and priorities simultaneously.


• Strong conflict resolution and problem-solving skills.


• Knowledge of dining service operations and customer service standards.


• Proficiency with Microsoft Office and scheduling software.


• Ability to maintain confidentiality and professionalism.