What are the responsibilities and job description for the Hospitality Services Manager position at LASELL VILLAGE INC?
Position Summary
The Hospitality Services Manager leads a resident and staff-focused department that delivers exceptional customer service. Hospitality Services spans the Hospitality Services Desk, which is a primary hub for the Village that greets and supports residents, employees, vendors and guests with various services, and Transportation Operations, which provides group and individual shuttle transportation both on- and off-campus and delivery services throughout the Village. The Hospitality Services Manager ensures consistent, professional, and resident-centered service through daily oversight, staff supervision, and clear operational standards. This role maintains a strong daily presence in public spaces and serves as the primary on-the-floor leader for Hospitality Services.
Key Responsibilities
Leadership & Team Development
- Provide leadership, coaching, hiring, training, and oversight for all Hospitality Services staff.
- Set clear performance expectations; conduct evaluations; deliver timely feedback; and support team development and accountability.
- Foster a resident‑centered, service‑driven culture emphasizing professionalism, service excellence, accountability, and teamwork.
- Lead team meetings to ensure consistent communication and alignment across all shifts.
Operational Oversight
- Oversee daily Hospitality Services operations, including the Hospitality Desk, transportation, package delivery, parking, security procedures, A/V activity support, basic technology support such as password resets, and overall department workflow.
- Ensure effective 24x7 operational coverage through staffing coordination, scheduling, contingency planning, shift support, and coordination with the off-hours answering service.
- Coordinate with internal departments to support smooth daily operations and resolve service issues as they arise.
- Align front desk operations with transportation functions under one Hospitality Services umbrella for timely, safe, and resident‑focused service delivery.
- Maintain compliance with Village policies, safety standards, emergency protocols, and regulatory requirements.
- Support after-hours operational needs as required.
- Own issues and emergencies through to resolution and create plans to ensure that future issues are prevented whenever possible.
Policy, Systems & Process Management
- Oversee the implementation and consistent application of departmental policies, SOPs, workflows, and service standards.
- Review and update policies to reflect operational changes, resident needs, and industry best practices.
- Ensure consistent and accurate use of existing systems and tools to support service delivery, reporting, tracking, and communication.
- Oversee system adoption and staff training tools such as WorxHub, Cubigo, EZ Trackit, fleet/transport platforms.
- Monitor system usage and identify practical improvements in workflow and communication.
Transportation Services Oversight
- Oversee daily transportation services for residents, including scheduling, coordination, and service quality. This includes medical appointments, personal trips, campus needs, and group outings.
- Ensure transportation workflows, vendor relationships, and billing practices are compliant, efficient, and resident‑focused.
- Ensure driver licensing compliance and proper vehicle maintenance.
Customer Service & Community Relations
- Model and reinforce a culture of hospitality rooted in professionalism, warmth, and respect across all community members, recognizing that Lasell Village is first and foremost our residents’ home.
- Build and maintain strong relationships across departments to support seamless community services.
- Manage sensitive and confidential situations with diplomacy and discretion.
Continuous Improvement & Project Leadership
- Monitor service trends, feedback, and escalations to identify improvement opportunities.
- Support operational improvement initiatives and department priorities; maintain a project tracker and provide regular updates to management.
Financial & Data Management
- Oversee departmental budgeting, financial reporting, invoicing, and resource allocation.
- Support staffing coordination and basic budget tracking.
- Generate and analyze operational, transportation, and service reports to support data‑driven decision‑making.
Qualifications
- 5-7 years of customer service or hospitality supervisory experience is required.
- Requires demonstrated success leading complex, multi-function service operations in a hospitality, healthcare, or residential environment. Experience managing a similar combined services group, such as a hotel front desk and valet or shuttle transportation team, a welcome and dispatch function, or a corporate reception and shuttle function, is strongly preferred.
- High school diploma or GED required, college degree preferred.
- Strong experience developing policies, systems, training programs, service standards and operational workflows is required.
- Exceptional communication, leadership, organizational, and problem-solving skills.
- Strong financial acumen with experience managing budgets, billing, and vendor relationships.
- Strong technology skills required to help digitize workflows, oversee group systems and provide reporting to management, including Outlook, Word, Excel, and other service management systems.
- Ability to manage sensitive situations with tact, discretion, and professionalism.
- Highly organized, detail-oriented, and comfortable managing multiple priorities and projects simultaneously.
- Flexible schedule with availability for evenings, weekends, and holidays as needed.
- Valid driver’s license with a clean driving record.
- CPR/AED and First Aid certification (or ability to obtain within 90 days).
- Culturally sensitive and able to work effectively with diverse populations.
Physical & Work Environment Requirements
- Ability to walk throughout the campus, including outside in inclement weather.
- Regular climbing and descending of stairs.
- Extended periods of sitting and computer activity.
- Ability to drive a car or van, including at night and inclement conditions.
- Ability to lift, push, or pull up to 50 lbs.
- Ability to respond quickly, calmly, and effectively in stressful emergency situations.
- Availability for evenings, weekends, and holidays as needed.
- Exposure animal hair/dander in this pet-friendly community.
Salary : $68,000 - $75,000