Resident Experience & Hospitality Champion

Peaks Healthcare Consulting; Casper (WY); On-site; USD 40,000 - 55,000; Full time

Job summary

Peaks Healthcare Consulting invites a Hospitality Hero to enhance resident and family experiences at our Casper community. You will act as the primary ambassador of hospitality, build relationships, resolve concerns, and help turn great care into memorable experiences.

You will lead resident rounding, communicate with families weekly, support CareCash and culture initiatives, and partner with the administrator and CMO to strengthen branding and community reputation.

Qualifications

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

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.
• Welcome all new residents and conduct admission follow-up visits.
• 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.
• Request reviews from satisfied residents and families.
• Support growth of Google reviews and community reputation.
• Share positive stories and experiences happening within the building.
• Manage the CareCash program.
• Execute resident experience and hospitality initiatives.
• Support Peaks culture and brand programs as assigned.
• Build positive relationships with case managers and referral partners.
• Help create a welcoming and responsive experience for referral sources.

Skills

Communication

Relationship-building

Empathy

Problem-solving

Customer service

Job description

Peaks Healthcare Consulting invites a Hospitality Hero to enhance resident and family experiences at our Casper community. You will act as the primary ambassador of hospitality, build relationships, resolve concerns, and help turn great care into memorable experiences.

You will lead resident rounding, communicate with families weekly, support CareCash and culture initiatives, and partner with the administrator and CMO to strengthen branding and community reputation.