Description VP of Hospitality:

We are looking for an accomplished hospitality leader to shape and elevate the guest experience across our communities. This executive role blends strategic planning with hands-on operational support to create a welcoming, service-focused environment for residents, families, visitors, referral sources, and team members. The Vice President of Hospitality will work closely with senior leadership to strengthen service standards, improve reputation outcomes, and ensure hospitality programs are delivered consistently and effectively.

Responsibilities:

• Lead the development and ongoing refinement of company-wide hospitality initiatives that enhance arrival, departure, front-desk, and daily guest experience standards.
• Establish clear service expectations for communities, measure adherence through regular reviews, and drive improvements where performance falls short.
• Collaborate with operational and regional leaders to identify service gaps, prioritize support needs, and ensure follow-up actions are completed.
• Monitor guest feedback, survey results, discharge-related insights, and online reputation trends to identify opportunities for stronger service delivery.
• Oversee hospitality-related platforms and vendor relationships, ensuring system accuracy, appropriate access, and dependable day-to-day functionality.
• Guide timely and thoughtful responses to public reviews and partner with social media leadership to keep hospitality messaging clear, accurate, and aligned with brand standards.
• Maintain oversight of café operations and guest amenity programs, including consistency of standards and tracking of related performance measures.
• Provide leadership, coaching, and accountability to hospitality team members and associated leaders, supporting role clarity, performance growth, and service excellence.
• Conduct audits of training, reporting, and hospitality execution practices, using performance data and dashboards to reinforce accountability and sustain improvements. Requirements
• Significant leadership experience in hospitality management, customer experience, or multi-site service operations.
• Proven ability to create and implement service standards across multiple locations while maintaining consistency and accountability.
• Strong background in reputation management, guest feedback analysis, and service recovery practices.
• Experience overseeing hospitality-related systems, digital review channels, and operational reporting tools.
• Ability to lead, coach, and influence cross-functional teams in a fast-paced, service-driven environment.
• Strong communication and relationship-building skills with the ability to work effectively with executive, regional, and field leadership.
• Familiarity with social media strategy, community engagement, and hospitality-focused content standards.
• Demonstrated analytical skills with the ability to turn performance data into practical service improvements.

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