Corporate Director of Hospitality Services

Job Description

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 ResponsibilitiesHospitality 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.

QualificationsRequired

• 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.