Corporate Director of Hospitality Services

Job description

Corporate Director of Hospitality Services

High-End Skilled Nursing & Post-Acute Care Organization

Position Summary

We are seeking an experienced hospitality leader to take ownership of the patient, resident, family, and visitor experience across a growing multi-site skilled nursing and post-acute care organization.

This role is responsible for designing, implementing, and sustaining a luxury-level hospitality program that elevates every aspect of the customer experience—from reception and concierge services to housekeeping, environmental presentation, dining ambiance, recreation, and service culture.

Unlike traditional healthcare leadership roles, we are highly interested in candidates from outside the healthcare industry who have successfully led hospitality operations across multiple locations. Ideal backgrounds include luxury hotels, high-end resorts, private clubs, premium senior living communities, upscale residential hospitality, or other organizations known for exceptional customer service standards.

The successful candidate will bring a "white glove" service mindset and proven experience creating consistent hospitality standards, developing service-focused teams, and driving customer satisfaction across multiple sites.

Key Responsibilities

Hospitality Strategy & Experience Leadership

Develop and implement a company-wide hospitality vision aligned with luxury service standards.

Create a consistent, high-end resident, patient, family, and guest experience across all facilities.

Establish hospitality standards for:

Reception and front desk operations

Concierge services

Housekeeping and environmental services

Recreational and engagement programs

Guest relations and customer service

Dining ambiance and service experience

Conduct routine site visits and hospitality audits to ensure service excellence and operational consistency.

Develop hospitality scorecards, service metrics, and accountability systems for each location.

Lead initiatives that improve patient, resident, and family satisfaction.

Multi-Site Operations Leadership

Oversee hospitality-focused operations across multiple facilities.

Partner with facility leadership teams to implement and maintain hospitality standards.

Ensure consistency in presentation, responsiveness, cleanliness, and guest experience across all locations.

Identify opportunities for operational improvements and service enhancements.

Talent Acquisition & Team Development

Develop recruitment strategies for hospitality-facing positions, including:

Reception staff

Concierge personnel

Housekeeping teams

Recreation and engagement staff

Guest services personnel

Partner with Human Resources and operational leadership to identify candidates who demonstrate professionalism, warmth, emotional intelligence, and service excellence.

Create hospitality-focused hiring standards and behavioral interview tools.

Design onboarding programs that reinforce hospitality expectations from day one.

Training & Service Excellence

Design and implement comprehensive hospitality training programs for frontline staff and leadership teams.

Provide training in:

Luxury customer service principles

Professional communication and etiquette

Service recovery and conflict resolution

Professional appearance and presentation

Anticipatory service techniques

Family engagement and guest experience

Empathy and relationship-building

Develop service protocols, hospitality standards, and standard operating procedures.

Create recognition programs that reinforce exceptional service behaviors.

Housekeeping & Environmental Standards

Establish and oversee housekeeping standards that reflect luxury hotel-level presentation.

Ensure excellence in:

Cleanliness

Odor control

Visual presentation

Resident room appearance

Lobby and common area aesthetics

Response times for service requests

Conduct environmental audits and monitor corrective action plans.

Resident, Patient & Family Experience

Monitor satisfaction trends and develop action plans for continuous improvement.

Lead service recovery efforts for hospitality-related concerns and complaints.

Improve admission, onboarding, and transition experiences.

Create personalized experiences that exceed expectations and foster loyalty and trust.

Cross-Functional Collaboration

Partner closely with:

Operations leadership

Nursing leadership

Dietary leadership

Human Resources

Marketing and admissions teams

Facility administrators

Support initiatives that enhance dining service, presentation, responsiveness, and overall hospitality culture.

Quality Assurance & Performance Management

Develop measurable hospitality KPIs and reporting systems.

Analyze satisfaction data, complaint trends, audit results, and service metrics.

Hold facility leadership accountable for maintaining hospitality standards.

Lead corrective action initiatives when standards are not met.

Qualifications

Required

7+ years of progressive leadership experience in hospitality, luxury customer service, hotel operations, resort management, private clubs, senior living, or similar service-focused environments.

Demonstrated multi-site leadership experience.

Proven success leading hospitality, guest services, housekeeping, concierge, front office, or customer experience functions.

Experience building service excellence programs and customer-focused cultures.

Strong leadership, coaching, communication, and organizational skills.

Preferred

Experience with luxury hotel brands, upscale resorts, private clubs, or other premium hospitality organizations.

Experience overseeing reception, concierge, housekeeping, guest services, food & beverage, or customer experience operations.

Healthcare or senior living experience is welcomed but not required.

Bachelor's degree in Hospitality Management, Business Administration, Healthcare Administration, or a related field.

Core Competencies

Luxury Hospitality Mindset

Multi-Site Operations Leadership

Service Excellence

Talent Development & Coaching

Culture Building

Emotional Intelligence

Operational Accountability

Customer Experience Management

Presentation & Professionalism

Quality Improvement

Success Measures

Patient, resident, and family satisfaction scores

Hospitality-related complaint reduction

Front desk and concierge service performance

Housekeeping and environmental audit scores

Employee engagement and retention

Training completion and competency outcomes

Facility hospitality audit compliance

Service recovery effectiveness

Consistency of hospitality standards across all locations

Position Vision

This role is intended to redefine the skilled nursing and post-acute care experience by bringing world-class hospitality standards into healthcare environments. The Corporate Director of Hospitality Services will help transform facilities into warm, refined, service-oriented communities where residents, patients, families, and guests consistently experience dignity, comfort, responsiveness, and excellence.

#J-18808-Ljbffr

Who can apply

Review the original listing for work authorization, qualifications and employer requirements.