Lead Resident Services

Description At Experience Senior Living , we are a team of dedicated professionals driven by our mission to create communities with purpose that make a positive impact on the lives of our residents, their families and our team members. We are curating extraordinary experiences by fostering genuine friendships and connections with our residents. We intend to disrupt the experience of aging by allowing all residents to thrive in a vibrant, engaging environment. As Lead Resident Services, you will oversee the daily operations of the Concierge, Resident Services, Valet, and Chauffeur teams. This role ensures seamless resident, family, and guest experiences through effective scheduling, supervision, and support of service teams. The Lead Resident Services partners closely with the Executive Director to maintain operational excellence, including administrative support such as credit card reconciliation and other duties as assigned.

Key Responsibilities:

The following essential functions are the fundamental job duties of the position to be completed with or without reasonable accommodation. Directly supervise concierge, resident services, valet, and chauffeur team members. Create, publish, and adjust staff schedules to ensure adequate coverage at all times. Cover shifts personally when necessary to maintain uninterrupted service. Conduct performance feedback, coaching, and recognition to support high team standards.

Resident & Family Services:

Ensure prompt, professional, and welcoming service across all resident-facing teams. Oversee lobby and front desk operations, maintaining a safe, organized, and inviting atmosphere. Support seamless coordination of transportation services, valet operations, and concierge requests. Serve as an escalation point for complex resident or guest needs. Exercise discretion and independent judgment with respect to matters of significance. Administrative & Operational Support Assist the Executive Director with credit card reconciliation and related administrative tasks. Maintain accurate documentation, reports, and records for assigned teams. Partner with other departments (Culinary, Sales, IT, etc.) to ensure smooth community operations. Monitor compliance with company policies, procedures, and service standards.

Other Duties:

Provide cross-coverage support across teams as needed. Perform additional duties assigned by the Executive Director to support community operations.