Director of Customer Experience

DIRECTOR OF CUSTOMER EXPERIENCE Classification and Pay Hourly Non-Exempt Reports to Administrator Summary/Objective In keeping with our organization’s goals, the primary objectives of the Director of Customer Experience are to monitor all aspects of the guest experience and provide actionable information to facility management regarding enhancements to the overall operational effectiveness of the facility. The Director of Customer Experience will have direct interaction with residents, family members, and guests and gather feedback through the customer survey system as well through direct communication. The Director of Customer Experience will also be involved in responding to and resolving guest issues as well as directing and communicating with facility management to assign members of the management team to address and resolve issues. Job Duties  Greet/orient all new residents and their families to the amenities and services of the facility, and of the Guest Services role.  Follow-up with each short-term resident (daily when possible) and family member/responsible party (weekly) or as directed and required  Serve as liaison between guests (and their families) and facility to address any concerns  Manage room appearance standards to ensure great first impression for all new arrivals (safety checks, bedding, cleanliness, welcome book, welcome/departure gift)  Responsible for daily administration of survey tool/system  Taking full ownership of all guest concerns and comments  Resolve issues immediately and develop follow up strategies to ensure resident satisfaction  Examine trends in data to identify systemic issues and/or improvements and present to facility management  Present a professional image to residents through dress, behavior, and speech  Adhere to Company standards for resolving consumer concerns  Ensure that all patient/resident rights are protected  Interact with residents, families, and others with a calm and empathetic demeanor to administer the best resolution possible depending on the circumstances  Provide excellent service, setting an example and becoming a champion of the facility’s service program to build a stronger net promoter score (residents’ and family members’ willingness to recommend the facility to others)  Communicate and interact effectively with residents, visitors, families, staff, and supervisors  Attend and participate in departmental meetings and in-services as directed  Report all resident, staff, or other concerns to the appropriate department head  Report all incidents, accidents, unsafe situations, and concerns immediately  Maintain knowledge of applicable federal, state, and local rules and regulations relating to responsibilities  Ensure that responsibilities are performed consistent with all applicable federal, state, and local rules and regulations as well as facility policies and procedures Page 1 of 3 Supervisory Responsibility Job Description: Director of Customer Experience There are no supervisory responsibilities for this position. However, the position requires communication with and oversight of nursing home staff to ensure that specific policies, procedures, and programs are implemented correctly. Required Education and Experience  High school diploma or GED  Computer literacy skills (Microsoft Outlook, Microsoft Office, Internet)  2-3 years of professional experience in similar position with strong emphasis on hospitality industry experience  College degree or hospitality degree preferred Required Skills  Excellent written and verbal communication skills  Demonstrate leadership, organizational skills, and ability to maintain a positive and professional attitude  Ability to work well under pressure, meet deadlines, and handle multiple tasks simultaneously  Display attention to detail  Interact with residents, families, and the community in a professional manner  Ability to engage in active listening (giving full attention to those speaking), critical thinking (using logic and reasoning to identify strengths/weaknesses of alternative solutions), and active learning (understanding implications of new information during problem-solving situations)  Exceptional judgment and active foresight  Self-motivated and self-directed Position Type and Expected Hours of Work This position is within a healthcare facility that operates every day. Although this is generally a Monday through Friday position, there will be scheduled times of work on the weekends and holidays. Significant events can occur at any given time that require working. Ongoing direction and support may be necessary if systems are not properly implemented, continuously improved, and monitored. Work Environment and Physical Demands This position generally will require physical activity. It may at times require walking to various locations within a facility. This position routinely uses standard office equipment such as computers, phones, photocopiers and may require some use of machinery consistent with the job duties. While performing the duties of this position, the employee is regularly required to talk and hear. This position at times requires the ability to walk, sit, use hands, reach, climb, stoop, bend, kneel, twist, and lift as necessary. Page 2 of 3 Other Duties Job Description: Director of Customer Experience Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and assignments may change at any time with or without notice. Reasonable Accommodation Reasonable accommodations may be made to enable individuals with disabilities to perform the

Required Education and Experience

§ High school diploma or GED (college degree or hospitality degree preferred)

§ Computer literacy skills (Microsoft Outlook, Microsoft Office, Internet) required

§ 2-3 years of professional experience in (a) similar position(s) with strong emphasis on hospitality industry

Required Skills

§ Express genuine care for and interest in elderly and others who need services at the facility

§ Ability to comply with the residents’ rights and employee responsibilities

§ Excellent written and verbal communication skills, judgment, and foresight

§ Demonstrate leadership, organizational skills, and ability to maintain a positive and professional attitude; self-motivated and self-directed

§ Possess the ability to work well under pressure, meet deadlines, and handle multiple tasks simultaneously

§ Display attention to detail

§ Interact with residents, families, and the community in a professional manner

§ Possess the ability to engage in active listening (giving full attention to those speaking), critical thinking (using logic and reasoning to identify strengths/weaknesses of alternative solutions), and active learning (understanding implications of new information during problem-solving situations)

Position Type and Expected Hours of Work

Although this is primarily a Monday through Friday position, this position is within a healthcare facility that operates every day and all hours of the day. There will be scheduled times of work on the evenings, weekends, and holidays. Significant events can occur at any given time that require working. Ongoing direction and support may be necessary if systems are not properly implemented, continuously improved, and monitored. It may be necessary to participate in disaster relief and emergency procedures staffing as applicable.

Work Environment and Physical Demands

This position generally will require physical activity. It may at times require walking to various locations within a facility. This position routinely uses standard office equipment such as computers, phones, photocopiers and may require some use of machinery consistent with the job duties.

While performing the duties of this position, the employee is regularly required to talk and hear. This position at times requires the ability to walk, sit, use hands, reach, climb, stoop, bend, kneel, twist, and lift as necessary.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and assignments may change at any time with or without notice.

Reasonable Accommodation

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.