High-End Skilled Nursing & Post-Acute Care Organization
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.
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.
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.
Develop recruitment strategies for hospitality-facing positions, including:
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.
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.
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.
Partner closely with:
Support initiatives that enhance dining service, presentation, responsiveness, and overall hospitality culture.
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.
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.
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.
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
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
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.
