Nicole Bacon
Brookdale Lodi & Scotts Valley
Ripon
1
Certification
24
years of professional experience
Executive Director leading residential operations, budget reviews, and performance reporting across senior living communities. Oversees inventory and cost accounting, monthly and quarterly forecasting, and operational metrics that support senior leadership decisions. Builds strong site teams, manages 26+ staff and development, and uses RCFE Administrator Certification to support compliant, efficient service delivery.
Work History
Executive Director
6 Years 2 Months- Responsible for the planning, organizing, and directing of the organization’s operations and programs. Develops and implements consistent inventory and cost accounting policies, procedures, and operational reporting/metrics. Oversees and reports on the company results for senior management. Prepares accurate and timely analyses that capture and communicate business results, variances, and performance trends. Provides leadership to and manages the efforts of site staff to ensure appropriate support of all departments. Supervises the development of operations-based financial modeling. Coordinates and leads annual budget reviews, monthly and quarterly reviews, and periodic forecast updates with operational and senior management. Approves major systems implementations related to cost and inventory control. Retains a diverse, highly qualified staff and provides career coaching, growth, and personal development for direct and indirect report employees. Ensures that services and funding relationships are robust enough to meet or exceed strategic goals and objectives.
Director of Resident Enrichment
2 Years 2 Months- Responsible for the development, organization and implementation of therapeutic activities geared towards stimulating the residents needs and capabilities in both Assisted Living and Memory Care. Oversight of resident’s activities for both assisted living and memory care programs. Work closely with staff to implement company policies that comply with the business objective and state regulations. Track and recruit staff while setting performance standards and defining processes for onboarding new employees. Create an environment that promotes resident, volunteer and family participation. Mentor and train care managers to participate in activities and coordinate community involvement with the community. Design and execute monthly calendars and newsletters according to monthly theme. Acquaint new residents with activity programs and encourage participation. Help with creating, defining, and executing digital marketing initiatives to transform and enhance brand awareness resulting in increased traffic and conversion rates. Directly oversaw integration of operations throughout company acquisition
General Manager
7 Months- Observe daily operations of the building. Ensure the creation and implementation of a strategic plan designed to grow the buildings occupancy and revenue. Coordinate the development of key performance goals and functions with direct reports. Provide direct management of key functional managers and executives in the building. Secure the development of tactical programs to pursue targeted goals and objectives. Ensure overall delivery and quality of the services offered to residents. Engage in key or targeted customer activities and needs. Oversee key hiring and talent development programs. Evaluate and make decisions pertaining to key investments with equipment, infrastructure and talent. Communicate strategies and results to the buildings staff. Report key results to corporate officers while engaging with the corporate officers in a broader organizational strategic planning. Assist in the reporting and monitoring of departmental budgets. Assist in the budgeting process and variance analysis. Recommend quality control and process improvements to the Sr. Financial Manager with regards to overall business process. Manage contracts and invoices for third party vendors, including measuring and monitoring rates and making recommendations to ensure spend remains within the Not to Exceed (NTE) ceiling. Create budget reports using Yardi. Perform monthly budget audits and prepare quarterly budget projections. Daily management of funds to stay within projections. Assists department management in developing, monitoring, and reporting on departmental level initiatives, goals, and objectives
Assistant General Manager
9 Months- Responsible for direct communication and guidance to support the Activities Manager for both Assisted Living and Memory Care. Observes and understands the basic functioning of the concierge, transportation and the activities departments. Challenged, from day one, to improve proficiencies in the activities department. Coordinates sales & promotional efforts through team efforts. Cultivates relationships with outside vendors to coordinate marketing events to promote events and drive sales. Capitalizes on opportunities that enhance guests’ satisfaction. Investigates and resolves quality and service complaints in a timely fashion, exceeding the expectations of the guests and residents. Suggests resident specific procedures & standards. Assists in managing difficult or emotional resident situations and responds promptly and efficiently to resident requests for quality service and assistance. Works directly with all staff to comply with and improve Guest Satisfaction Survey standards. Responsible for ongoing analysis of revenue and expenses for multiple departments. Researches and resolves budgetary issues and makes recommendations for resolution
Hospitality Manager
6 Years 2 Months- Responsible for direct communication and guidance to support the Activities Coordinator, Transportation, Concierge, Marketing/Sales, Events and Housekeeping departments. Played an integral role in the campus management team, taking primary responsibility for all of the Customer Service staff and their performance. Improved overall resident retention and engagement with a focus on enhancing the quality of life of the residents, including fostering community support with collaborative events. Provided a critical partnership with the Sales & Marketing Department that resulted in increased community occupancy from 75% to 92.5% over a 4-year period. Attentive to safety and security of the residents and assisting with facility operations by serving as a member of the Community Operations Committee. Flexible in assuming a variety of roles as dictated by the changing needs of the campus. Related well with the Administrator and Care Team to create an environment in which residents kept their independence and remained in their apartments longer. Coordinated details of events such as conferences, inside marketing events as well as weddings and memorial services for outside guests by working closely with the Dining Services department and Housekeeping. Coordinated event logistics, including registration and attendee tracking, presentation and materials support and pre- and post-event evaluations while adhering to an events budget. Design effective budget model for department to present to CEO and Controller. Review budget requests for approval. Forecast future budget needs and identify variances between actual and budgeted financial results at the end of each reporting period.
Graphic Designer
1 Year 6 Months- Meet with clients or the art director to determine the scope of a project while advising clients on strategies to reach a particular audience. Determine the message the design should portray and create images that identify a product or convey a message. Develop graphics for product illustrations, logos, and websites by selecting colors, images, text style, and layout according to clients' needs. Present the design to clients or the art director, incorporate changes recommended by the clients into the final design. Review designs for errors before printing or publishing final design. Liaising with external printers on a regular basis to ensure deadlines are met and material is printed to the highest quality.
Graphic Designer
6 Years- Listen to feedback to create cohesive designs that reflect the brand values and address marketing goals. Contribute to the evolution of our brand story while working collaboratively with the Marketing Manager and e-commerce team to craft engaging and effective visual design and production projects. Design a variety of assets including email, illustration, iconography, site graphics, digital ads, landing page designs, printed collateral, event graphics for use in print, digital, and interactive media for website, social media, and retail stores. Inspire colleagues with your ability to deliver high quality work, while working on multiple projects of varying complexities at once, working independently and meeting tight timelines.
- Designed innovative branding materials to enhance client visibility and engagement.
- Collaborated with cross-functional teams to develop cohesive visual campaigns aligned with strategic objectives.
- Created high-quality graphics for digital and print platforms, ensuring consistent brand representation.
Education
Bachelor of Arts - Communications
Associate in Arts Degree - Computer Graphic Design
High School Diploma
Skills
RCFE Administrator Certification
Yardi
ADP (Payroll)
DayForce
Microsoft Excel
Occupancy management
Budget forecasting
Variance analysis
Regulatory compliance
Staff development
Resident retention strategy
Quality assurance
Acquisition integration
Risk management
Licensing compliance
CMS survey readiness
Labor forecasting
Capital planning
Strategic planning
P&L management
Certification
RCFE Administrator Certification – April 2021
Accomplishments
- Directly oversaw integration of operations throughout company acquisition
- Transitioned the company from a net loss to a gain position and addressed overspending, inefficiencies, and lack of control by leading companywide shifts, upskilling department managers, and transforming the culture from one of unchecked spending to one of financial restraint
- Maintained a 97% satisfaction rating over a 24-month period as Hospitality Manager
- Helped increase customer satisfaction and product quality, improving the percentage of “highly satisfied customers” from 57% to 80% as Executive Director
- Orchestrated off site Community Relations events in conjunction with Sales and Marketing and outside companies to promote the company brand
- Created a 40-page training manual from scratch and led bi-weekly training sessions for department supervisors
- Developed a social media and marketing campaign (using Yelp, Facebook, and other social media platforms) to increase client intake by 30%
- Established both Annual Revenue and Expense budgets for all departments
- Contributed assistance with Resident Care Services for residents and family members pre and post move-in
- Received promotion to director-level, in less than 10-months for two previous companies
Timeline
Executive Director
Brookdale Lodi & Scotts Valley
06.2020 - CurrentRead More
Director of Resident Enrichment
The Commons at Union Ranch
04.2018 - 06.2020Read More
General Manager
Dale Commons
09.2017 - 04.2018Read More
Assistant General Manager
The Commons at Union Ranch
12.2016 - 09.2017Read More
Hospitality Manager
Samaritan Village
10.2010 - 12.2016Read More
Graphic Designer
Prime Direc
10.2008 - 04.2010Read More
Graphic Designer
Happy Vacations
10.2002 - 10.2008Read More
Menlo Atherton High School
High School Diploma
Read More
Foothill College
Associate in Arts Degree from Computer Graphic Design
Read More
Arizona State University
Bachelor of Arts from Communications
Read More