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.

Wages: $68,000- 75,000