Santa Clara, CA 95054

Full-Time - Hospitality Director

Responsibilities

The Hospitality Director is responsible for the strategic leadership and operational management of the hospitality, housekeeping, and transportation operation within the community.  This individual manages the team’s day-to-day operation and ensures the delivery of exceptional customer service to all residents and guests. This person trains their team to anticipate resident needs and also serves as the primary point of contact for resident concerns. 

• Manage the QE requirements for the hospitality, housekeeping and transportation teams.
• Ensure an exceptional guest experience by maintaining a high standard of service, cleanliness, and safety.
• Interview, hire, train, develop, and evaluate assigned staff.
• Manage required budgets and implement cost control measures to maximize profitability.
• Maintain accurate inventory records and oversee the replenishment of supplies to ensure adequate stock levels are maintained. This includes monitoring usage patterns, identifying supply needs, and coordinating procurement or ordering processes to prevent shortages or excess inventory.
• Coordinate and manage all services including hospitality, housekeeping, and transportation requests via the hospitality software.
• Supervise designated personnel to ensure prompt coordination of transportation services for residents, their family members, and guests.
• Maintain pristine vehicles and implement preventive maintenance schedule.
• Ensure team charges are submitted to the business office daily for community travel expenses.
• Establish and maintain relationships with vendors, suppliers, and contractors to ensure high-quality products and services at competitive prices.
• Meet with all new residents and, when appropriate, their family members within 48 hours of arrival to explain hospitality services.
• Ensure that the hospitality staff are knowledgeable and able to answer questions regarding community operations, services, neighborhood amenities, local stores, cultural institutions and attractions.
• Ensure compliance with all housekeeping & laundry policies, standards, and procedures.
• Create and manage the staff uniform inventory monitoring system.
• Ensure cleaning schedules are current.
• Facilitate and fulfill special requests for residents.
• Address guest complaints, operational issues, and other challenges promptly and effectively, taking appropriate corrective actions as needed.
• May drive Company vehicle from community to social and other various destinations (only if required by community).
• Available to cover staffing when needed.
• May perform other duties as needed and/or assigned.