RESIDENT SERVICES SUPERVISOR

North Hill; Needham (MA); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Free meals

Free parking

Free on-site fitness center

State-of-the-art work environment

Employee referral program

401(k) with company match

Tuition Reimbursement

Job summary

North Hill in Needham, MA is seeking a dynamic Resident Services Supervisor who thrives in a fast-paced setting, excels at building relationships, and is passionate about delivering an outstanding resident experience. This role sits at the center of our community—leading resident services, supporting daily operations, and partnering with the Director of Operations.

As a supervisor, you will lead the Guest Services team, manage calendars, prepare materials, coordinate meetings, and ensure

Qualifications

• Associate's or Bachelor's degree preferred
• 3–5 years in hospitality, resident services, or executive administration
• Prior supervisory or team leadership experience preferred
• Strong computer skills with MS Office and business software
• Excellent written and verbal communication

Responsibilities

• Serve as the first point of contact, delivering warm, personalized service
• Resolve resident concerns with professionalism and urgency
• Support move-ins, events, transportation coordination, and campus programs
• Lead Guest Services and Concierge team with accountability and teamwork
• Coordinate calendars, meetings, materials, and executive scheduling

Skills

Relationship building

Highly organized

Calm under pressure

Effective communicator

Independent yet collaborative

Education

Associate's or Bachelor's degree preferred

Tools

Microsoft Office

Job description

Schedule: 8:00 AM-4:30 PM | Monday–Friday | Occasional weekend and holiday coverage

At North Hill, every interaction matters. We believe exceptional senior living begins with exceptional people. We're seeking a dynamic, service-driven Resident Services Supervisor who thrives in a fast-paced environment, enjoys building relationships, and is passionate about creating an outstanding resident experience.This is more than a traditional concierge role. As the Resident Services Supervisor, you'll be the central hub of our community—leading resident services, supporting daily operations, partnering closely with our Director of Operations, and helping ensure every resident, family member, and guest feels welcomed, supported, and valued. If you're an organized leader who enjoys balancing hospitality, operations, project coordination, and executive support, we'd love to meet you.

What You'll Do

Create an Exceptional Resident Experience

• Serve as the first point of contact for residents, families, visitors, and prospective residents, delivering warm, personalized service every day
• Resolve resident concerns and service requests with professionalism, empathy, and urgency
• Support resident move-in, community events, transportation coordination, and campus programs
• Foster a welcoming environment that reflects North Hill's commitment to hospitality and service excellence

Partner with Operational Leadership

Working directly with the Director of Operations, you'll help keep our community running smoothly by:

• Managing calendars, meetings, and executive scheduling
• Preparing agendas, presentations, reports, dashboards, and meeting materials
• Coordinating Resident Council meetings, Town Halls, committee meetings, and leadership sessions
• Tracking action items, project milestones, and operational initiatives
• Drafting communications and maintaining confidential records with discretion

Lead Guest Services Operations

You'll provide day-to-day leadership for our Guest Services and Concierge team by:

• Supervising daily concierge operations and resident service delivery.
• Coaching, mentoring, and training Guest Services team members.
• Promoting accountability, teamwork, professionalism, and exceptional customer service.
• Monitoring service standards and identifying opportunities for continuous improvement.

Support Community Operations

You'll also play an important role in the daily operations of our campus by:

• Managing resident work orders and service requests through completion.
• Maintaining campus calendars, notices, and resident communications.
• Assisting with emergency response coordination, wellness checks, and Personal Emergency Response System (PERS) communications.
• Supporting operational projects, strategic initiatives, and capital improvement efforts.

What You Bring

We're looking for someone who is:

• A natural relationship builder with exceptional customer service skills
• Highly organized with excellent attention to detail
• Comfortable managing multiple priorities in a fast-paced environment
• Professional, positive, and calm under pressure
• Able to handle confidential information with integrity and discretion
• An effective communicator who enjoys collaborating across departments
• Self-motivated and able to work independently while supporting a team

Qualifications

Associate's or Bachelor's degree preferred

Three to five years of experience in hospitality, resident services, executive administration, senior living, healthcare, or a related industry

• Prior supervisory or team leadership experience is strongly preferred
• Strong computer skills, including Microsoft Office and other business software
• Excellent written and verbal communication skills
• Experience coordinating meetings, projects, or executive support is a plus

Why North Hill?

At North Hill, you'll join a collaborative team committed to making every day meaningful for our residents. We offer an environment where hospitality, compassion, innovation, and teamwork come together to create an exceptional place to live—and an exceptional place to work. If you're looking for a role where you can lead, serve, organize, and make a meaningful impact every day, we encourage you to apply. Join North Hill and help create extraordinary experiences for those who call our community home.

Satisfactory completion of a background investigation is required for this position.

North Hill Offers

Free meals

Free parking

Free on-site fitness center

State-of-the-art work environment

Employee referral program

401(k) with company match

Tuition Reimbursement

Pay Range: $60,000-$70,000/year

Individual compensation within this range is based on a candidate’s specific qualifications, including education, overall experience, relevant experience, and specific skills. We strive to ensure that compensation is competitive, fair, and reflects the value each candidate brings to the role.

North Hill is committed to providing equal opportunity for employment and advancement to all team members and potential team members. North Hill does not discriminate in employment on the basis of race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/ or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations.

North Hill embraces diversity and believes that our community is enriched when people from varied cultures, backgrounds and attitudes come together in shared interests. We welcome people of every race, religion, color, national origin, sexual orientation, gender expression, disability, political view and familial status. We thrive collectively in an environment of inclusivity that encourages a free exchange of ideas.