First Impressions Manager

Vitality Living is a premier provider of active adult, independent living, assisted living, and memory care. At Vitality, our mission is to create vibrant communities where residents, families, and team members can be themselves, live purposefully, and experience a profound sense of belonging. It’s important to us that our team members are proud to work here. We are looking for experienced leaders with a proven track record of success who can make our mission come to life. Keeping focus on our core values, we strive each day to ensure that our residents remain connected and purposeful.

Why Work for Vitality?

- We are committed to every team member living out our values: We are present, We see & hear, We do the right thing, We create solutions, We celebrate life, and We are better every day - We are growing! As we grow, you can grow with us! - We embrace innovation: Technology to make your life easier - Benefits for you and your family: Medical, Dental, Vision, Teladoc, Financial assistance, Paid Time Off

The Role

The First Impressions Manager is responsible for creating an exceptional first and lasting impression for everyone who enters the community. This individual serves as the face of the community and plays a critical role in delivering an elevated hospitality experience that reflects the community's culture, values, and commitment to excellence.

Through genuine warmth, professionalism, attention to detail, and proactive engagement, the First Impressions Manager ensures residents, families, prospective residents, visitors, and team members feel welcomed, valued, and connected.

This position partners closely with the Executive Director, Business Office Director, Sales and Marketing, Resident Engagement, and department leaders to ensure the community consistently delivers an exceptional experience.

Key Responsibilities

1. Hospitality & Guest Experience

- Ensure every resident, family member, prospective resident, vendor, and visitor receives a warm, personalized welcome. - Create an inspired hospitality experience through proactive engagement and attention to detail. - Maintain a visible presence in the lobby and common areas, anticipating needs before they are expressed. - Ensure visitors are appropriately assisted, directed, and connected with the right team members. - Recognize returning guests, residents, and families and make personal connections. - Respond to concerns and requests promptly, professionally, and with a service-first mindset.

1. Front Desk & Reception Leadership

- Oversee the daily operations of the reception area and lobby. - Establish consistent standards for phone etiquette, visitor management, communication, and guest services. - Ensure incoming calls are answered promptly and professionally. - Manage visitor sign-in, deliveries, appointments, and general inquiries. - Ensure the reception area remains organized, inviting, and reflective of the community's standards. - Provide training, guidance, and accountability for reception team members.

1. Community Appearance & First Impressions

- Maintain the highest standards of cleanliness, organization, and presentation throughout the lobby and other key first-impression areas. - Conduct routine walk-throughs to identify opportunities to improve the community's appearance. - Ensure signage, lighting, furnishings, flowers, décor, and amenities are welcoming and well maintained. - Partner with housekeeping, maintenance, dining, and other departments to address presentation opportunities. - Ensure the community is always tour-ready and reflects an atmosphere of warmth, hospitality, and pride.

1. Sales & Marketing Partnership

- Partner with the Sales and Marketing Director to ensure prospective residents and families receive an exceptional welcome. - Be knowledgeable about the community's services, amenities, lifestyle, and offerings. - Recognize prospective residents and promptly notify the appropriate sales team member upon arrival. - Support the coordination of tours, appointments, and special events. - Help create a welcoming experience that reinforces the community's value proposition and supports occupancy goals. - Understand that every interaction is an opportunity to positively influence a family's perception of the community.

1. Resident & Family Engagement

- Build relationships with residents and families through daily interactions. - Recognize birthdays, special occasions, and meaningful milestones. - Assist with coordinating special touches that enhance the resident and family experience. - Identify opportunities to celebrate residents and recognize team members. - Partner with Resident Experience to support community engagement and a culture of belonging.

SKILLS and QUALIFICATIONS:

- High school diploma or equivalent required; associate's or bachelor's degree preferred. - Minimum of 2–3 years of experience in hospitality, customer service, hotel operations, senior living, or a related field. - Previous supervisory or leadership experience preferred. - Exceptional communication, interpersonal, and organizational skills. - Strong customer service orientation with a passion for creating memorable experiences. - Ability to manage multiple priorities in a fast-paced environment. - Professional appearance, positive attitude, and strong attention to detail. - Proficiency with computers, telephone systems, and basic administrative functions. - Experience in assisted living or memory care preferred.