Resident Experience & Hospitality Manager

National Lutheran; Winchester, Northern (VA, KY); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

PTO up to 5 weeks

403(b) matching

Health, dental, and vision insurance

Life and disability insurance

Pet insurance

Recognition programs

Tuition reimbursement

Job summary

The Village at Orchard Ridge, part of National Lutheran Communities & Services, seeks a Hospitality Manager to lead hospitality operations and elevate resident satisfaction within a vibrant senior living community.

You will recruit and coach a hospitality team, coordinate events, maintain service standards, and partner with departments to deliver warm, person-centered experiences for residents and families.

Qualifications

• High school diploma or equivalent; Associate’s or Bachelor’s degree in Hospitality Management or related field preferred.
• Minimum of 3 years in a front-of-house management role within hospitality, senior living, dining services, hotel operations, or related customer service environment.
• Strong leadership skills with ability to motivate, coach, and manage a team.
• Excellent communication and interpersonal skills with a focus on customer service, resident satisfaction, and relationship building.
• Ability to manage multiple priorities in a fast-paced environment with strong attention to detail.
• Proficiency with POS systems and computer applications, including Microsoft Office.
• Experience coordinating and executing catering events with residents, families, and clients.

Responsibilities

• Lead and oversee hospitality programs, services, and resident engagement initiatives.
• Build strong relationships with residents, families, guests, and team members.
• Respond to resident inquiries and concerns promptly and professionally.
• Coordinate special events, celebrations, and community activities that enhance resident satisfaction.
• Collaborate with department leaders to deliver seamless service and exceptional experiences.
• Recruit, train, coach, and develop hospitality team members.
• Monitor service quality and implement improvements to enhance resident experiences.
• Support move-ins and orientation activities to ensure a warm welcome for new residents.
• Maintain accurate records, reports, and resident feedback data.
• Foster a culture of hospitality, professionalism, and person-centered service excellence.

Skills

Leadership

Customer service

Communication

Multitasking

POS systems

Microsoft Office

Catering events

Team development

English proficiency

Education

Hospitality Management degree

High school diploma

Tools

Microsoft Office

Job description

The Village at Orchard Ridge, part of National Lutheran Communities & Services, seeks a Hospitality Manager to lead hospitality operations and elevate resident satisfaction within a vibrant senior living community.

You will recruit and coach a hospitality team, coordinate events, maintain service standards, and partner with departments to deliver warm, person-centered experiences for residents and families.