Senior Director of Resident Experience & Hospitali

Senior Director of Resident Experience & Hospitality / B2C Marketing - East & National Divisions

Salary: 135000 - 155000

Other Forms of Compensation: Bonus max: 25% 

With people as our core and a deep commitment to exceptional hospitality, CCL Hospitality Group has a philosophy rooted in caring for the individuals who care for our guests. Our most significant competitive advantage is our team members. We constantly strive to strengthen our service culture. Every team member knows they matter and owns a stake in our success, delivering hospitality excellence.

With four distinct operating companies – Morrison Living, Unidine, Coreworks, and The Hub, we are shaping the industry’s future leaders with a culture of service focused on elevated hospitality for community living across the country. Join us and discover how we drive mutual success that leaves lasting impressions.

Seeking a dynamic senior marketing and hospitality leader who loves to inspire and mentor field marketing and operational leaders. This leadership role is responsible for delivering results through the effective leadership of field-based marketing team members.    

This role is ideal for a strategic, hands-on marketing and hospitality leader who thrives in a mission-driven, fast-paced environment.  This leader effectively influences the development and delivery of dining, catering and hospitality programs including promotions, processes, and training for their team and our operationally devoted field leaders. Direct reporting team members include regional and system-based Resident Experience and Hospitality Directors and Managers.

CCL Hospitality Group is the fastest growing, and largest national provider of culinary and hospitality services to a broad variety of exceptional clients. We go to market with specialized and unique brand offerings designed to fit each client and community’s diverse needs – from fine dining restaurants with extensive wine lists, to popular bistros, morning coffee shops and restaurants, to the compassionate care we offer with meals specially tailored for the medical needs of the healthcare areas of dining service. 

Join our elite team who specialize in changing the ‘old-school’ thinking about dining in a Senior Living or Behavioral Health community. Dining is one of the top two reasons a resident chooses to live in a community – and we are passionately focused on delivering exceptional meals and experiences which make that choice an easy one! We are committed to elevating the senior living and behavioral health dining experience through exceptional foodservice and hospitality.

Essential Functions and Key Tasks:

As the Senior Director of Resident Experience & Hospitality, you will have overall accountability to meet and exceed performance objectives and resident satisfaction targets across the specialized dining brands within CCL.  This is accomplished through an advanced skill set related to productive and positive interactions with clients, marketers, operators and our interconnected field support teams.

Driving all tactics and strategies to ensure the successful training and installment of our Executional Framework is one of the highest priorities of this role. Our field marketing team specializes in the ‘Professional Image’ and ‘Exceptional Hospitality’ sections of the Consumer Experience pillar. Success in the Senior Director role includes leading the rollout of training, ensuring the consistent use of assessments, tracking progress, data analysis and, ultimately, innovating as we drive improvement. This includes focusing on implementing systems and behaviors that drive long-term success through the direct mentoring of your regional and system-based team members.

This position reports directly to the SVP, Consumer Experience.

Key Tasks:

• Directly manage a regionally based team of Resident Experience & Hospitality Directors and Managers. Create and maintain a network of community-based operators who additionally serve as our Hospitality Champions.
• Train and mentor team members to conduct effective community site visits, following a prescribed agenda, and the circulation of documented findings and next steps. Collaboration calls with our operators to review findings are essential for long-term impact and improvement.
• Develop and maintain performance-driven relationships. Set clear objectives and KPIs for team, regularly assessing performance to drive continuous improvement. Ensure high accountability through regular communication and follow-up to drive expected results. Motivate consistent use of company tools.
• Inspire and motivate cross-functional specialty and operational teams to identify opportunities for improvement and deliver exceptional dining experiences for residents, patients, guests, and clients.
• Establish strong cross-functional leadership relationships with operations, culinary, nutrition, finance, and support resource teams to ensure effective execution.
• Actively take part in the development and delivery of Quarterly and Annual Business Reviews, Growth Plans, and other client business and social engagements as part of our team approach of effective relationship management.
• Frequent high-visibility brand showcase and speaking opportunities abound in this role – both require hands-on preparation, a high skillset in storytelling, and in-person and remote speaking skills.  Skillset required for writing blogs, social media posts, and other public facing communications designed to uplift CCL Hospitality group’s thought-leadership reputation.
• Train and mentor your team in executive presence and to be speaking experts at a variety of business meetings.
• We love growth and are proud of our high level of client retention. Coordinate, train and deploy team members to support new business development efforts and the retention of current client partnerships. Leading new business opening planning and launch activities is critical to support our rapid growth rate. Managing turn-around improvement plans and activities are similarly critical to positive client loyalty.
• Perform added activities and duties as needed to address evolving business priorities.

What it takes to drive your personal and professional success in this role:

• Passion for improving the lives of seniors and enhancing resident satisfaction through innovative foodservice and hospitality experiences.
• Leadership and project management skills with the ability to motivate and hold self and others accountable for business results. Ability to deliver projects in a timely manner.
• Ability to manage all aspects of working independently without constant direct supervision.
• Excellent relationship building, verbal and written skills.
• High level of emotional intelligence, leadership and executive presence.
• Creative problem solving and negotiating skills. Influencing skills are critical.
• Proven ability to influence without direct authority and to drive cross-functional collaboration.
• Financial acumen. Ability to manage overhead budgets in a fiscally responsible manner.
• Innovator, with a track record of translating strategic thinking into action plans and driving satisfactory output and deliverables.
• Creative and curious thinker, able to identify emerging business and cultural trends relevant to target audiences, make decisions in changing environments and anticipate future needs.
  
  

Education and Technical Experience:

• 5+ years of progressive experience in B2C marketing roles – successfully achieving business goals and managing a broad territory.  Preferably in the contract food service industry sectors of senior living, healthcare, or higher education.  B2B experience and familiarity is a plus. Experience with Life Plan and/or Continuing Care Retirement Communities is highly preferred.
• 3+ years managing complex dining operations desired.
• Bachelor’s degree in business, hospitality, marketing, restaurant operations, or other relevant program required, with extensive professional experience considered in select cases. MBA or other graduate level degree preferred.
• Experience leading field teams with varied backgrounds and professional and technical experience levels. All of our team members travel an average of 60% of the week and all office from home.
• Advanced ability in teaching and public speaking, including internal training, new business and client retention presentations.
• High level of proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, CoPilot, and Teams). The strategic use of AI tools and project management software (Smartsheet or MS Project) is a desired skillset.
• Ability to develop and manage budgets.

Work Environment:

• Requires repetitive wrist motion and occasional lifting of weights greater than twenty-five pounds.
• Active use of safety PPE and adherence to safety expectations.
• Extensive travel (approximately 60 - 70% of the month) across multiple states, including frequent overnight stays, air travel, and driving. When not traveling, work remotely from home office.

Apply to CCL today!

CCL is a member of Compass Group USA

Click here to Learn More about the Compass Story

Associates at CCL are offered many fantastic benefits. 

• Medical
• Dental
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Flexible Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Paid Parental Leave
• Personal Leave

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here for paid time off benefits information.

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. We encourage applicants with a criminal history (and driving history) to apply.

Applications are accepted on an ongoing basis.

CCL maintains a drug-free workplace.

Req ID: 1439760

CCL Hospitality Group

Nicholas Henderson

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