Senior Living Sales & Move-In Specialist

Description

The Sales & Move-In Specialist is often the first face and voice of Santa Marta. This mission-driven, hospitality-focused role blends the warmth of a concierge with the precision of a project manager. You’ll walk alongside prospective residents and their families from first inquiry through move-in day, providing comfort, clarity, and coordination at every step. As a key member of the Sales & Marketing team, your contributions shape first impressions, build trust, and ensure a seamless welcome into our faith-filled community.

Why This Role Matters

• First Impressions = Future Residents: You are often the first personal connection families have with Santa Marta. Every phone call, email, and visit should reflect our values of compassion, service, and hospitality.
• Speed + Warmth Drive Conversions: Timely, empathetic follow-up can mean the difference between a tour booked or an opportunity lost.
• Smooth Transitions Reduce Move-In Anxiety: From home selections to moving day logistics, your support helps ease what can be an emotional and complex transition.
• Mission in Action: Your words, tone, appearance, and follow-through reflect Santa Marta’s brand and Catholic identity—offering not just service, but ministry.

Core Responsibilities

1. Inquiry Response & Lead Management

• Serve as the warm and responsive first point of contact (phone, web, email, walk-in).
• Qualify leads by gathering details like care level, timeline, budget, and decision influencers.
• Accurately document all interactions and stages in Welcome Home CRM.

2. Hospitality-Focused Experience

• Coordinate and schedule personalized tours; step in to conduct tours when needed.
• Prepare thoughtful, informative materials ahead of visits (maps, menus, faith offerings, etc.).
• Greet guests with a warm welcome, offer refreshments, and anticipate any special needs.
• Share stories and differentiators that highlight our mission and lifestyle.

3. Move-In Coordination

• Work closely with prospects on unit selection and finishing choices.
• Develop and manage customized move-in checklists covering everything from deposits to lunch reservations.
• Collaborate with the Director of Plant Operations and Maintenance team to ensure readiness.
• Host welcome lunches, first-week check-ins, and support the resident ambassador group.

4. Communication & Connection

• Provide regular status updates to families and referral sources throughout the sales cycle.
• Field questions with clarity and empathy; escalate clinical or contractual concerns appropriately.
• Coordinate weekly communications: event invites, newsletters, move-in materials, and CRM updates.

5. Event Planning & Marketing Support

• Partner with the Sales Director and Marketing Firm to plan and host inclusive internal and external events that reflect our Catholic identity and sense of community, as well as other lifelong learning opportunities and events.
• Support RSVP outreach, on-site hospitality, and guest follow-up.
• Gather testimonials, coordinate photo releases, and contribute stories for marketing.
• Keep all marketing displays, materials, and digital screens up to date.

6. Community Outreach

• Represent Santa Marta at faith-based and local events.
• Build and maintain relationships with churches, hospitals, parishes, and referral partners.
• Share our mission through marketing material distribution and compassionate engagement.
• Serve as liaison to IL residents during their hospitalization

Data, Reporting & Process Improvement

• Maintain accurate CRM stages (inquiry, tour, deposit, move-in) and task reminders.
• Track reasons for lost leads and cancellations; surface patterns to Sales & Marketing leadership.
• Contribute to monthly conversion reviews; recommend improvements to lead handling flow.
• Focus on automation within the system

 Key Attributes: The Right Fit

• Grace Under Pressure: Steady and kind, even in fast-paced or emotional situations.
• Empathy in Action: Listens well and responds with thoughtful, personalized solutions.
• Detail Devotee: Juggles multiple move-ins, events, and communications with care and accuracy.
• Tech Forward: Embraces CRM tools, e-signatures, communication platforms, and paperless processes.
• Mission-Aligned: Understands and honors our Catholic values in all interactions.
• Hospitality Heart: Remembers names, preferences, and details that make each person feel valued.
• Collaborative Spirit: Coordinates across departments to deliver a seamless resident experience.
• Creative Thinker: Brings new ideas to tours, events, and engagement strategies.

Our Mission

To serve older adults in the spirit of Christ, with joy, integrity, and a commitment to life-long growth — nurturing body, mind, and spirit in a faith-filled community.

Requirements

Required:

• 2+ years in senior living, hospitality, healthcare admissions, ministry, or customer service.
• Strong written and verbal communication skills.
• Demonstrated ability to manage multiple priorities with grace and efficiency.
• Comfort with CRM tools (e.g., Welcome Home, Salesforce) and digital communication platforms.
• Proficiency in Microsoft office, social media, and videoconferencing software
• Genuine interest in a paperless, tech-enabled office environment.

Preferred:

• Experience in senior living (Independent, Assisted, Memory Care, or Skilled Nursing).
• Background in hospitality, event planning, or relocation services.
• Public speaking or guest services experience.
• Practicing Catholic or strong familiarity with Catholic traditions and values.