Tour Guide In Jobs in Austin, TX (NOW HIRING)

Description

GENERAL DESCRIPTION OF POSITION

The Community Sales role is responsible for driving occupancy and revenue growth for a designated Hawthorn Senior Living community. This position serves as the primary point of contact for prospective residents and their families, guiding them through the inquiry, discovery, tour, follow-up, and move-in process with empathy, urgency, and professionalism.

Reporting to the Regional Director of Sales & Marketing, the Community Sales employee works closely with the Community Management, on-site team members, and regional leadership to ensure consistent sales practices, CRM utilization, and exceptional customer experiences. This role requires curiosity, persistence, strong communication skills, and a commitment to helping seniors make confident, informed decisions about their future.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES & BEHAVIORS

• Minimum two (2) years of successful sales experience, preferably in senior living, hospitality, healthcare, or a related relationship-based industry.
• Demonstrated ability to achieve and exceed sales goals in a high-volume or customer-focused environment.
• Strong discovery, communication, and follow-up skills, with the ability to build trust and rapport with seniors and their families.
• Ability to overcome objections using consultative selling techniques, including ValueMatching and Tactical Empathy.
• Proficiency with CRM systems (WelcomeHome preferred) and strong computer skills, including Microsoft Office 365.
• Excellent organizational and time-management skills, with the ability to manage multiple prospects, deadlines, and priorities.
• Warm, professional, and engaging communication style – both verbal and written.
• Demonstrates Hawthorn’s values of integrity, teamwork, accountability, and resident-centered service.
• Strong problem-solving and decision-making skills; able to work independently while contributing to a team-oriented environment.
• Flexible to work evenings or weekends based on community needs.
• Must have a valid driver’s license, reliable transportation, and proof of insurance.

SUPERVISORY RESPONSIBILITIES

• This position has no supervisory responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Responsibilities include, but are not limited to:

• Maintain current knowledge of the Hawthorn Senior Living Employee Handbook and adhere to all company policies and standards.
• Spend 80% of time selling by staying face to face with prospects, voice to voice with prospects, planning and documenting in the CRM the next task to get face to face or voice to voice. Manage the remaining 20% of time marketing, through external business development.
• Respond promptly to all new inquiries via phone, email, and walk-ins, ensuring a warm, professional first impression.
• Conduct thorough discovery conversations to understand each prospect’s needs, motivations, concerns, and timeline.
• Schedule and lead personalized community tours, lunches, and follow-up appointments that highlight Hawthorn’s all-inclusive lifestyle and value proposition.
• Maintain accurate, timely documentation in WelcomeHome CRM for all inquiries, tours, follow-ups, and next steps.
• Execute consistent and timely follow-up through phone calls, emails, letters, cards, and home visits when appropriate.
• Partner with the Community Management and RDSM to develop measurable, actionable sales goals and strategies.
• Collaborate closely with the Culinary team to ensure meals, tastings, and dining room experiences support tour success and reflect Hawthorn’s culinary and hospitality standards.
• Work in partnership with community leadership and activities to identify and support prospect-facing events and lifestyle demonstrations that enhance the Hawthorn value proposition during tours.
• Communicate upcoming prospect visits, lunches, and special requests to both Culinary and Activities team members to ensure consistent, high-quality experiences for new residents.
• Participate in planning, promoting, and executing community events and open houses by leading in the refinement and implementation of the Event Planning Guide published by the Home Office to create high-quality experiences for both residents and prospects.
• Using up to 20% of your schedule each week, participate in community outreach, including meeting with referral sources, discharge planners, and local organizations to generate new leads.
• Build, maintain, and nurture relationships with hot leads and wait-listed prospects.
• Complete a minimum of five (5) home visits per week.
• Support and participate in community events, open houses, and marketing activities that promote lead generation and brand awareness.
• Ensure each active lead has a clearly defined next step and that all contact points are documented.
• Communicate sales progress, challenges, and opportunities to the Community Management and RDSM in a timely manner.
• Perform all other duties as assigned.

OTHER DUTIES AND RESPONSIBILITIES

• Perform all work for the agreed-upon wage, accepting no additional gifts or compensation from residents, vendors, or others.
• Use the timekeeping system daily to record hours worked and meal periods accurately.
• Meet assigned work requirements and maintain a professional appearance.
• Serve as a role model for employees by demonstrating a positive, cooperative, and responsible attitude.
• Represent the company professionally and courteously in all public interactions.
• Follow all safety protocols, including proper chemical use and PPE requirements when necessary.
• Attend required company training as assigned.
• Maintain strict confidentiality of personnel, resident, and business information.

WORKING CONDITIONS

• General office and community environment.
• Must be able to conduct full community tours, including walking long distances or climbing stairs.
• Must be able to sit or stand for extended periods.
• Schedule may include evenings, weekends, or holidays based on business needs.

Some travel for training or regional meetings may be required.

• Employment offers are contingent upon successful completion of pre‑employment background checks, employment verification, and reference checks, as permitted by law. Hawthorn Senior Living is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.
• At Hawthorn Senior Living, we offer competitive compensation and a robust benefits package designed to support our employees' well‑being. Benefits may include paid time off; medical, dental, vision, and disability coverage; and supplemental life insurance. Eligible employees may also participate in a 401(k) plan with a company‑determined match and have access to an Employee Assistance Program (EAP). Beyond benefits, we are proud of our unique culture and enjoy celebrating our team throughout the year.