RESIDENT SERVICES SUPERVISOR

North Hill Needham Inc.; 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

Health & Dental Benefits

401(k) with company match

Tuition Reimbursement

Job summary

North Hill Needham Inc. is seeking a Resident Services Supervisor in Needham, MA. This critical role involves building relationships with residents, overseeing daily operations, and ensuring exceptional guest services.

The ideal candidate will have strong leadership skills and experience in hospitality or senior living, with a focus on delivering top-notch service. North Hill offers a supportive environment, emphasizing teamwork and personal development.

Compensation ranges from $60,000 to $70,000 annually, based on qualifications and experience.

Qualifications

• 3-5 years experience in hospitality, resident services, executive administration, or related fields.
• Prior supervisory or team leadership experience preferred.
• Excellent written and verbal communication skills.

Responsibilities

• Serve as the first point of contact for residents and visitors.
• Manage calendars and schedule meetings.
• Supervise daily concierge operations.

Skills

Customer service skills

Organization

Relationship building

Communication

Education

Associate's or Bachelor's degree

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‑ins, 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

• 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

• 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

• Coordinating communication across departments.
• 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

• 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
• Health & Dental Benefits
• 401(k) with company match
• Career Development Training
• Tuition Reimbursement

Pay Range

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.