Rhenne Cervantes
Denver,Co
Summary
Versatile and accomplished Executive Director focused on promoting mission and increasing effectiveness of key company benchmarks (Occupancy, NOI, Customer Satisfaction, and Talent Retention & Development). Passionate about managing and overseeing implementation of company's daily operations. Quick and firm decision-maker possessing first-rate communication and organizational skills. Recognized for successfully collaborating with management to develop work plans, financial success and strategy implementation.
Overview
17
17
years of professional experience
Work History
EXECUTIVE DIRECTOR
Ascent Living Communiites-Hilltop Reserve
08.2021 - Current
- Hired to lead the opening of a brand-new luxury senior living community in Denver, Colorado
- Developed critical paths, processes, procedures, and policies for a brand-new senior living community
- Led and prepared all required documentations, training/education, for licensing and accreditation that resulted in a timely issuance of license and accreditation
- Led sales and marketing team to meet budgeted pre-sale benchmarks resulted in investor(s) confidence and satisfaction (45 Pre-sale to an budget of 40)
- Successfully hired and filled all leadership and management positions in a highly challenging job market prior to openning
- Achieved high engagement of new residents, families, investors, and ownership to a high level of customer service and satisfaction resulting to an average customer review of 4.3 out 5 (NPS scores: Employee: 51, Residents 42)
- Currently operating brand-new community above budget ramp-up occupancy projections, NOI, and operational benchmarks.
EXECUTIVE DIRECTOR
Sunrise Senior Living-Cherry Creek
06.2020 - 08.2021
- Responsible for implementing corporate objectives and benchmarks to deliver excellence in care and services to residents and their families while ensuring compliance, profitability, and safety
- Provides executive leadership for the community day to day operations adhering to corporate and local health department partners
- Adapt and implement health and safety protocols to always maintain a healthy and safe environment
- During the height of Covid-19 community experience only one “outbreak status” that only lasted less than week
- Engaging corporate leadership and local health partners to provide up to date information regarding Covid-19 pandemic guidelines, testing and vaccinations residents, families, and team members
- Community achieved high rate of vaccination for residents 99% and team members 95% by February 8,2021
- Acheived 100% Community Covid-19 vaccination 3 months after vaccines were available (residents & team members)
- Developed a safe environment for sales team to continue to serve prospects needs and increase occupancy even during the height of pandemic
- Community occupancy has increased by 14% and 11 residents over adjusted budget resulting in 31% positive NOI and all managers receiving occupancy bonus
- Initiates frequent conversations/consults with families to ensure appropriateness of care and services resulting in enhanced customer experience, satisfaction and prevent move outs
- Current community NPS score is +57
- Clearly identifies objectives and expectations to all team members through training and coaching to promote productivity and peak performance
- This resulted in reduced Overtime Expense (from 23.8% OT to 3.2% month over month) and higher retention rate even during pandemic
- Fosters responsible stewardship of assets, products, and resources to create and maintain high value of assets and effective use of resources through constant walkthrough and asset and resources evaluation
- This resulted in reduced unit turn expense and cost effective/timely repairs and maintenance
- Constantly engaging team members through “Grateful Moments” by intentionally identifying specific task and events where team member performed at the highest level or beyond expectation
- This was highly effective during the height of the pandemic when team members where both physically and emotionally tired
- This resulted in high retention rate, elevating morale, and positive culture.
Executive Director
Brookdale Senior Living
03.2018 - 06.2020
- Responsible for implementing corporate objectives and benchmarks to deliver excellence in care and services to residents and their families while ensuring compliance and profitability
- Provides executive leadership for all operations based on company policies and procedures
- Implements and monitors BEST protocols and practices to ensure and maintain safety and excellence in resident care and services
- Creates a stable working environment where associates can thrive through constant coaching and training that promotes confidence and trust among associates
- Clearly identifies objectives and expectations to all associates through training and coaching to promote productivity and peak performance
- This resulted in reduced Overtime Expense (2.8% month over month) and higher retention rate
- Constantly engage with the Clinical Team as well as Sales and Marketing to achieve census and budget goals while assuring residents excellence in care
- Resulting in decrease of move-outs an average of 1.5/month and increase move-ins to 4/month average
- Initiates frequent conversations/consults with families to ensure appropriateness of care and services
- Resulting in enhanced customer experience and satisfaction
- Oversees and actively engage Clinical Team to ensure compliance to corporate policies and State regulations regarding health and medication management of residents to always assure appropriate care
- Resulting in two consecutive State surveys with No Deficiencies
- Represents the community and company to local governmental and regulatory entities to assure and maintain compliance to current regulations and adherence to CDC COVID-19 policies and protocols
- Review, implement and monitor Corporate as well as CDC COVID-19 protocols in the community to ensure the safety, security and health of residents and associates
- Developing creative and innovative approach to resident programs and engagement through technology, music, dining, and worship to ensure residents continue to thrive even in the midst of physical/social distancing
- Provides creative direction for Dining Team to create memorable dining experience while observing daily food and labor costs as well as maintaining regulatory dietary compliance
- This resulted in economical unit turns and cost effective/timely repairs and maintenance
- Continually creates an atmosphere of trust, joy and compassion among residents, families and associates that is evident through the community and beyond
- Positively engages with the District Team leadership as well colleagues to stay current with corporate developments
- Works side by side with DDO to ensure community benchmarks and goals are achieved through best practices and collaboration.
- Oversaw financial management, ensuring fiscal responsibility and long-term sustainability for the organization.
- Guided staff through periods of organizational change, maintaining morale and engagement during transitions.
Senior Director of Development
Christwood Retirement Community
03.2012 - 12.2018
- Comprehensive responsibility for excellence in operational leadership, revenue growth, development of innovative programs and services, strategic decision making, profitably and growth, overseeing the management of resources and facilities, acquiring new businesses, and engaging civic and business influencers while maintaining best practices to provide highest quality of service to residents, employees, and business partners
- Directly engaged in management of daily operations, marketing and sales strategy, budget development, financial analysis, and ensuring highest level of resident care, customer support and hospitality excellence
- Key Roles and Achievements:
- Successfully positioned Christwood Retirement Community a Life Plan Community with 160 independent living apartment homes and 18 home cottages, 60 assisted living apartments, 30 skilled nursing suits and 29 Memory Care apartments suits for stability, sustainability, and future growth through excellence in daily operation, revenue efficiency, strong financial performance and ratios and human resources development through clearly defined goals and benchmarks
- Led Marketing and Sales team in achieving a three-year sales and marketing goal of 95% occupancy across entire continuum of care (IL, AL, MC and SNF)
- Led efforts in the development and construction of Longleaf Memory and Cognitive Care, a 29-suit apartment community and Adult Day Care to support residents with Alzheimer’s and other forms of Dementia
- Led accelerated key growth in brand recognition and new revenue growth through Off Campus Senior Living Programs: Christwood Community Center Health and Spa (700+ nonresident members), HCBS Companion Care, O2 Physical Therapy, Vieux Care Membership Primary Care Practice
- Successfully develop and launched HomeChoice with Christwood (CCRC without walls), Christwood Connect (senior services to support Aging in Place), and Dementia Home Services (services to seniors and their families affected by dementia)
- Programs and services developed to capture new revenue as well as brand relevance and increase brand recognition
- A major leader in achieving and maintaining a high level of occupancy in all care disciplines with an average occupancy of 97 % (2017)
- Instrumental leadership in achieving “City Business- Best Retirement Community in New Orleans” recognition for Christwood for two consecutive years (2017 & 2018)
- Led strategic insights and planning to support, enhance and extend Independent Living Lifestyles of residents through technology, innovative care management and always-available concierge services
- Successfully led and managed in building and renovating the $2
- 3M renovation of main dining room, state of the art kitchen and Employee Pavilion
- Constantly engaged with residents and employees in the day-to-day life of the community as a Senior Management Executive to advance mission and maintain best practices in hospitality and total resident and employee engagement and satisfaction
- Serves as the key innovator and integrator of interdisciplinary senior programs in both on campus and off campus services utilizing innovations in technology and human resources development to promote active and relevant senior lifestyle by introducing Smart Apartments and digital training
- Serves as the connector for Christwood to both civic, governmental and businesses in the community to maintain strategic relationships with influencers to promote and enhance brand recognition and mission
- Successfully worked with local government officials to amend zoning and business license designation to allow Christwood to extend growth opportunities within campus and off campus.
DEVELOPMENT MANAGER
McMath Development and Construction Company
10.2006 - 03.2012
- Presided over health and hospitality projects of the company
- Created strategic partnerships with clients to realize a mutually beneficial project outcome
- Developed projects from design to delivery while working together with construction industry experts, contractors, and local government officials to insure safe and timely completion and adhering to budget
- Create, maintained and managed business relationships to enhance brand recognition and business opportunities
- Developed and built a $4 million business and medical park to support dramatic population growth while researching and implementing new building and construction standards in the aftermath of Hurricane Katrina
- Strategically developed with hospital leadership and physicians the design, building and completion of $8 million Cancer Center within the hospital campus to support the needs of patients, families, physicians and the community at large
- Facilitated a multimillion-dollar construction growth plan for a large local restaurant company for both new construction and renovation of existing restaurants while minimizing business interruption and maximizing profit and growth
- Strengthened company’s revenue performance and brand recognition by acquiring significant development and construction projects
- Secured all zoning, licensing, and permitting process for all company land development and building construction projects
- Served as key connector to local government, business, and civic organizations to promote brand recognition and growth opportunities
- Created a not-for-profit foundation through the company and its business partners to address growing poverty needs of the community especially among its elderly
- Partnered with local churches, business, and restaurants to create a Christmas event “Christmas on the Lake” to bring the joy of Christmas to children and seniors alike while giving opportunities for others to show generosity
- Provided direct supervision and customer support to architects, contractors, vendors, safety inspectors and clients throughout the project timeline and completion.
Education
Master of Arts - Pastoral Theology & Counseling
Notre Dame Seminary
New Orleans, LA05.1992
Bachelor of Arts - Philosophy And Political Science
University of The Philippines
Quezon City, Philippines03.1988
Skills
- Operations Management
- Compliance and Regulations
- Budgeting and Financial Management
- Social Work
- Profit and Loss Statements
- Leadership Development
- Regulatory Compliance
- Risk Management
- Human Resources Management
- Cross-functional Collaboration
- Change Management
- Talent Recruitment
- Service Delivery Oversight
- Performance Benchmarking
Timeline
EXECUTIVE DIRECTOR
Ascent Living Communiites-Hilltop Reserve
08.2021 - Current
EXECUTIVE DIRECTOR
Sunrise Senior Living-Cherry Creek
06.2020 - 08.2021
Executive Director
Brookdale Senior Living
03.2018 - 06.2020
Senior Director of Development
Christwood Retirement Community
03.2012 - 12.2018
DEVELOPMENT MANAGER
McMath Development and Construction Company
10.2006 - 03.2012
Master of Arts - Pastoral Theology & Counseling
Notre Dame Seminary
Bachelor of Arts - Philosophy And Political Science
University of The Philippines
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