What are the responsibilities and job description for the Director of Hospitality position at CIEL VERNON HILLS LLC?
Description
POSITION: Director of Hospitality
Reports to: Executive Director
FLSA Status: Exempt
OUR MISSION: We are united in our mission to offer seniors an elevated way of life, where comfort, connection, and joy thrive.
Position Summary: The Director of Hospitality is responsible for creating and delivering a best-in-class independent living experience that emphasizes lifestyle, service excellence, and resident satisfaction. This role oversees all hospitality-driven functions—including dining, housekeeping, life enrichment, concierge services, and resident engagement—to ensure a vibrant, engaging, and service-oriented environment.
Requirements
ESSENTIAL JOB FUNCTIONS:
- Supports the mission, vision and goals of the organization, upholding and promoting company culture and vision.
- Design and execute a comprehensive independent living lifestyle program that promotes engagement, wellness, socialization, and purpose
- Lead the development of signature programming aligned with resident interests (social events, cultural outings, wellness initiatives, lifelong learning)
- Foster a hospitality-first culture focused on personalization and proactive service delivery
- Continuously evaluate and enhance the overall resident experience through feedback and engagement metrics
- Oversee daily operations of:
- Dining services
- Housekeeping and laundry
- Concierge/front desk services
- Life enrichment and activities
- Ensure consistent delivery of high-quality service standards across all departments
- Collaborate with department leaders to create seamless, resident-centered service experiences
- Partner with Culinary leadership to ensure dining reflects a restaurant-quality, hospitality-driven experience
- Promote flexible dining options, resident choice, and elevated service standards
- Monitor satisfaction scores and implement continuous improvement initiatives
- Recruit, develop, and lead a high-performing hospitality team
- Coach leaders and frontline staff on service excellence, resident engagement, and relationship-building
- Foster a culture of accountability, recognition, and continuous improvement
- Ensure proper staffing levels aligned with service expectations
- Serve as a visible leader, building strong relationships with residents and families
- Address concerns proactively and resolve issues with a service recovery mindset
- Facilitate resident meetings, councils, and feedback sessions
- Develop and manage departmental budgets
- Optimize labor and expenses while maintaining exceptional service delivery
- Identify opportunities for revenue enhancement through programming and services
- Ensure hospitality services meet internal standards and applicable regulations
- Track and analyze key performance indicators (occupancy experience, satisfaction, engagement levels)
- Lead continuous improvement initiatives based on data and feedback