Guest Relations Director - #1411025

Majestic Care of South Bend is looking for a Guest Relations Director to join our team's mission and believe in our core values! Our mission: Through the hearts of our Care Team Members, we provide excellent healthcare to those we serve.

Our Core Values...

L - Listening

E - Empathy

A - Accountability

D - Decisiveness

This is how we create a culture to LEAD with Love.

Position Overview:

The Guest Relations Director is responsible for leading customer service and satisfaction initiatives for residents, families, and guests. This role focuses on fostering a welcoming, supportive environment and ensuring that all interactions are managed with compassion, professionalism, and efficiency. Acting as the primary point of contact for residents and families, the Guest Relations Director will oversee communication and satisfaction efforts to enhance the overall experience and promote a positive community culture. This position requires close collaboration with department leaders and facility administrators to ensure a seamless, integrated approach to resident satisfaction, service excellence, and community engagement. Additionally, this role is responsible for ensuring that Majestic Care’s standard of excellence is met daily, reinforcing our commitment to quality, hospitality, and resident-centered care.

Key Responsibilities:

• Develop and implement strategies to enhance resident and family satisfaction, ensuring prompt and thorough resolution of concerns and inquiries.
• Act as a liaison between residents, families, and facility leadership to ensure clear, transparent communication regarding care plans, facility updates, and available services.
• Oversee the grievance process, ensuring timely follow-up, root cause analysis, and resolution while maintaining compliance with company policies and state regulations.
• Ensure all grievances are resolved within 5 business days to provide prompt and effective resolutions.
• Check in on all VIP residents each morning to ensure their needs and expectations are met.
• Follow up with all new admissions within 72 hours of their arrival to confirm they are comfortable and satisfied with their experience.
• Ensure comfort for new admissions and their families, providing extra pillows, blankets, washcloths, towels, and addressing resident preferences as needed.
• Double-check that all rooms are fully prepared for new admissions, ensuring cleanliness, functionality, and a welcoming environment.
• Verify that recently discharged rooms are properly turned over and presentable before new admissions arrive.
• Lead and train staff on customer service best practices, hospitality standards, and effective communication techniques.
• Monitor and support staff interactions with residents, guests, and families to uphold a culture of excellence.
• Serve as the facility’s go-to resource for conflict resolution, working proactively to address concerns and improve guest relations.
• Ensure all refreshments and snacks are available on the units and in the dining areas for residents and visitors, maintaining a welcoming and accommodating environment.
• Collaborate with nursing, therapy, and administrative teams to address non-medical resident needs and improve the overall experience.
• Coordinate and oversee resident and family events, fostering a strong sense of community and engagement.
  
  
  

Qualifications:

• Leadership experience required, preferably in long-term care, hospitality, or customer service leadership.
• Proficiency in Microsoft Office Suite, including Outlook (email), Word, Excel, and Teams for documentation, communication, and reporting.
• Strong interpersonal and communication skills, with a passion for hospitality and resident engagement.
• Ability to remain calm and professional in high-pressure situations.
• A problem-solver with a proactive approach to service excellence.
  
  
  

Majestic Difference Benefits:

• Quarterly Pay Increase
• Daily Pay
• Company-Paid Life Insurance
• Telehealth Services
• Double Pay on Holidays
• Care Team Member Relief Fund
  
  
  

Join the Majestic Care team where compassion meets excellence!

#MCare