Overview
Manager, Front Desk Operations Jobs in Santa Fe, NM at El Castillo LifeCare Community
Manager, Front Desk Operations
Location: Santa Fe, NM
Full-time: | Days
Salary Range: $55k – $65K – DOE
Who We Are
At El Castillo Life Plan Community, we offer a unique opportunity to be part of a mission-driven team providing high-quality care to older adults in a supportive, team-oriented environment. We are Santa Fe’s first and only Life Plan Community, offering independent living, assisted living, memory care, and intermediate nursing care on one beautifully maintained campus.
What You’ll Do
As a Manager, Front Desk Operations at El Castillo, you’ll play a key role in leading the resident experience across both El Castillo communities, focusing on activities, fitness, and events . Responsibilities include, however are not limited to:
Leading Front Desk Team
- Serves as a role model demonstrating high customer service in all interactions
- Sets standards and trains all team members in service expectations
- Coaches and mentors’ staff on their customer interactions
- Communicates performance expectations in accordance with job descriptions and monitor’s progress
- Ensures recognition of employees who demonstrate exceptional service
- Develop standards for all staff around booking events, meeting setups, master calendar, food/beverage needs, AV needs, parking etc.
Ensuring Exceptional Customer Service
- Manages day-to-day operations, ensuring quality, standards and meeting the expectations of the customers on a daily basis
- Keeps Front Desk team focused on critical components of operations to drive resident satisfaction
- Implements concierge type services for residents – arranging reservations, Ubers, tickets etc.
- Plans and reviews staffing schedules to ensure guest services and operational needs are met.
- Cross-trains all staff to fill all front desk functions – clerical, answering the phone, driving, answering resident/employee questions, sending of daily/weekly communications/notifications, electronic messaging boards
- Improves service by communicating and assisting staff to understand resident needs, providing guidance, feedback and individual coaching as needed
- Implements visitor policy standards – parking passes, name badges, signing in and out
- Responds to and handles resident problems and complaints
Manage Daily/Weekly Communications
- Utilize tools to execute timely, thoughtful and personalized communication and teach and train staff to do the same
- Update communications as needed when events change (electronic boards, emails, written notices)
- Creates daily key messages for front desk staff to have consistent and informed communication with all customers
- Electronically distributes and creates daily/weekly communication across the organization
- Oversees front desk function of entering work orders. Sets consistent follow-up communication expectations with staff to close the loop with residents
- Creates a culture of “let me find the answer to that and get back to you”.
Coaching and Mentoring Team
- Improves service by communicating and assisting staff to understand resident needs, providing guidance, feedback and individual coaching as needed
- Establishes realistic and obtainable goalsto guide operations and performance
- Solicits employee feedback and reviews data from resident feedback to identify areas for improvement
- Provides pro-active, service-oriented communication with all residents.
- Implements a standardized system across the organization for resident concerns and complaints.
- Responds promptly and efficiently to inquires and complaints with a focus on resolution.
- Works collaboratively with representatives from both communities to plan resident events and programs based on resident requests and interests.
- Collaborates with Resident Association Committees to gather feedback, understand resident preferences and incorporate resident suggestions into events and programming.
- Tracks key performance indicators (KPI’s) that measure resident engagement and partricipation in the programs and events offered.
- Other duties as assigned.
What We Offer
Robust Benefits Package: Health, FSA (Flexible Spending Account) Dental, Vision, Life insurance, 403b/Retirement, Holiday Pay, Vacation, Sick, and Float time.
On-Site Parking.
A Positive Work Culture grounded in respect, teamwork, and appreciation.
What You Bring
- Valid Driver’s License
- Bachelor’s Degree in Communications, Hospitality or related field preferred.
- 3 years of management experience.
- 3 years hospitality, senior living and event planning preferred.
- 3 Experience in managing front desk operations.
We’re proud to be Santa Fe’s premier Life Plan Community, offering not just care but community, connection, and purpose for residents and staff alike. Our nurses are trusted, respected, and supported. Come join a team where your work truly matters—to your residents, your team, and your own professional growth.
El Castillo is an Equal Opportunity Employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Type: Full-time Exempt
Pay: From $55k annually DOE
Job Type: Full-time
Pay: $55,000.00 – $65,000.00 per year
Benefits:
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Education:
- Bachelor’s (Required)
Experience:
- Hospitality: 3 years (Preferred)
- managing front desk: 3 years (Required)
- Management: 3 years (Required)
License/Certification:
- Driver’s License (Required)
Ability to Commute:
- Santa Fe, NM 87501 (Required)
Work Location: In person
Title: Manager, Front Desk Operations
Company: El Castillo LifeCare Community
Location: Santa Fe, NM
