Hospitality Experience Manager | Guest Experience

Job description

Where Exceptional Hospitality Meets Emergency Medicine. We're looking for a hospitality-minded leader who believes exceptional experiences are created one thoughtful moment at a time. As our Hospitality Experience Manager, you'll help shape the culture, energy, and atmosphere of our emergency room by creating meaningful experiences for patients, families, employees, physicians, and visitors. From employee celebrations and service recovery to concierge-level hospitality and internal engagement, you'll play a key role in making Hospitality Health ER feel unlike any other healthcare facility. Some days you'll be walking the facility, supporting employees, solving real-time challenges, and finding creative ways to elevate the patient experience. Other days you'll be coordinating events, celebrating milestones, welcoming special guests, or launching initiatives that strengthen our culture from the inside out. No two days look exactly the same. If you're someone who notices the little things, anticipates needs before they're spoken, and believes hospitality can transform how people feel, we'd love to meet you. Hospitality | Concierge-Level Service | Experience Creation | Employee Engagement | Internal Marketing | Creative Problem Solving | Emotional Intelligence | Service Recovery | Culture Development | Relationship Building | Operational Support | Adaptability About Hospitality Health ER At Hospitality Health ER, our mission is to raise the expectation of emergency medical care by combining high-quality medicine with genuine hospitality, compassion, and human connection. We believe emergency care should feel different. Our goal is not only to provide exceptional medical treatment, but to create an environment where patients and families feel supported, respected, informed, and cared for throughout their experience. We strive to humanize the ER experience by treating every patient with dignity, honesty, kindness, and empathy while creating a warm, welcoming atmosphere for everyone who enters our facility. Our culture is built around people. We believe in supporting our employees, encouraging growth and creativity, and empowering our team to make thoughtful decisions in the best interest of the patient. We value individuals who take ownership, think beyond the status quo, and genuinely care about the experience they create for others. At HHER, hospitality is not a department. It is part of who we are. Overview for the Hospitality Experience Manager We're looking for someone who believes exceptional hospitality belongs in healthcare. We are seeking a Hospitality Experience Manager to help redefine what an emergency room experience can feel like. This is a highly visible, hands-on role for someone who believes exceptional experiences are created through thoughtful details, genuine human connection, and a commitment to serving others. You'll spend far more time walking the facility than sitting behind a desk, building relationships, anticipating needs, solving problems in real time, and creating moments that leave a lasting impression on patients, families, employees, physicians, and visitors. The Hospitality Experience Manager partners closely with facility leadership to strengthen hospitality standards, employee engagement, internal culture, and the overall experience of patients, families, visitors, and employees. The Hospitality Experience Manager plays a critical role in helping patients and employees feel seen, supported, cared for, and genuinely valued during some of the most stressful and vulnerable moments of their lives. The right person understands that hospitality is not just about service. It is about creating trust, comfort, connection, and calm through thoughtful action, emotional awareness, and consistent follow-through. This role partners closely with frontline staff and leadership to help maintain hospitality standards, support team culture, navigate real-time challenges, and elevate the overall experience for patients, families, and employees. This is not a traditional healthcare position, and it is not a desk-only position. The role requires visibility, adaptability, and a willingness to step into real-time situations with professionalism, creativity, and sound judgment. This is a highly visible role within a 24/7 emergency room environment. While many responsibilities occur during standard business hours, approximately 25% of working hours will take place after 5:00 PM to support shift transitions, night shift employees, events, and operational needs across all schedules. The right candidate understands that hospitality and culture are not limited to daytime operations and values being present for both patients and staff across all shifts. Responsibilities for the Hospitality Experience Manager Experience Leadership Curate memorable experiences for patients, visitors and employees Identify opportunities to elevate every touchpoint throughout the facility Build moments of delight that feel genuine rather than scripted Celebrate milestones, birthdays, recoveries and employee accomplishments Partner with clinical teams to make difficult days feel a little easier Concierge-Level Hospitality Welcome patients, families, physicians, community partners, VIP visitors, and special guests with professionalism and warmth Anticipate needs before they're expressed Resolve concerns with professionalism and grace Ensure every space reflects our hospitality standards Maintain an exceptional-level first impression throughout the facility Service Recovery & Special Projects Respond thoughtfully to opportunities for service recovery and guest support Develop creative solutions that strengthen trust and exceed expectations Coordinate special hospitality initiatives and facility-wide projects Support leadership with unique experiences, celebrations, and engagement opportunities Recommend new ideas that elevate Hospitality Health ER's culture and reputation Internal Marketing & Culture Create excitement around employee initiatives Coordinate celebrations and appreciation events Develop engaging internal campaigns Tell the stories happening inside our walls Strengthen culture through thoughtful experiences Help create an environment people are proud to work in Future Growth Opportunities This position is intentionally designed with growth in mind. As Hospitality Health ER continues to expand, this role has the opportunity to evolve into broader hospitality, culture, and marketing leadership responsibilities, including: Community partnerships Brand marketing Social media storytelling Public events Physician engagement Community outreach Ideal Candidate for the Hospitality Experience Manager The right person for this role naturally goes beyond what is expected. They notice details others miss, anticipate needs without being asked, and take pride in creating thoughtful, memorable experiences for both patients and staff. This role exists to help ensure patients and employees feel seen, supported, cared for, and genuinely valued during some of the most stressful and vulnerable moments of their lives. The ideal candidate understands that hospitality is not just about service. It is about creating trust, comfort, connection, and calm through thoughtful action, emotional awareness, and consistent follow-through. They remember names. They notice when someone seems overwhelmed. They instinctively straighten a waiting room before anyone else notices it needs attention. They understand that the smallest moments often leave the biggest impression. They may come from hospitality, guest services, events, experiential retail, entertainment, healthcare, customer experience, or other fast-paced people-centered environments. Traditional healthcare leadership experience is not required. The ideal candidate is someone who: Notices the small details that shape a person's overall experience Anticipates needs and takes initiative without waiting to be asked Creates welcoming, thoughtful, and memorable experiences for others Builds trust quickly through authenticity, empathy, and professionalism Remains calm, resourceful, and solution-oriented during challenging situations Balances creativity with sound judgment and operational awareness Takes ownership, follows through, and consistently delivers on commitments Enjoys collaborating across departments and building strong relationships Thrives in fast-paced, ever-changing environments where flexibility is essential Believes that hospitality is a mindset, not simply a job responsibility Examples of backgrounds that may translate well include hospitality leadership, guest services, event coordination, camp counseling, experiential programs, entertainment or theme park environments, customer experience roles, or other service-driven environments focused on creating meaningful experiences for others. Pay & Benefits for the Hospitality Experience Manager We believe exceptional people deserve exceptional support. Hospitality Health ER is committed to creating an environment where employees feel valued, supported, and empowered both professionally and personally. Our benefits and culture are designed to reflect the same level of care and hospitality we strive to provide our patients every day. What We Offer Comprehensive medical coverage with 100% of employee premiums paid by the company $0 deductible healthcare plan with access to $0 out-of-pocket costs for eligible care and prescriptions through our benefit structure 401(k) with company match Annual bonus opportunities Paid time off A supportive, team-oriented culture that values creativity, initiative, and genuine human connection Employee celebrations, themed events, and a hospitality-driven environment that prioritizes both patient and employee experience Leadership that encourages growth, autonomy, and thoughtful decision-making The opportunity to help shape and elevate one of the most unique patient experience cultures in emergency healthcare At HHER, we believe culture matters. We work hard, support one another, celebrate wins together, and strive to create an environment where people genuinely enjoy coming to work. Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. Hospitality Health ER is an equal opportunity employer inclusive of female, minority, disability and veterans, (M/F/D/V). Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, citizenship/immigration status, veteran status or any other protected status.