Hospitality Lead

Hospitality Lead Bethany Children's Health Center - Bethany, OK 73008 Description The Hospitality Lead plays a vital role in shaping the patient, family, and guest experience at Bethany Children's Health Center. This position serves as a connector across multiple touchpoints of the Hospital experience: ensuring our spaces are welcoming, our services are coordinated, and our guests feel cared for from arrival to departure. This role provides operational support across conference center logistics, guest relations, gift shop operations, and patient experience initiatives. The Hospitality Lead helps create a culture of service excellence by anticipating needs, solving problems, and ensuring every interaction reflects the mission and values of Bethany Children's. This position is ideal for someone who thrives in fast-paced environments. Duty - Percent of Time Conference Center Operations Manage all conference center reservations, room scheduling, and setup logistics Coordinate with internal departments to ensure event readiness and operational efficiency Maintain accurate documentation, communication, and follow-up for all reservations Troubleshoot logistical issues and support a seamless guest experience for meetings and events - 25% Guest Relations Support Serve as a frontline support resource for patient and family concerns Assist with service recovery efforts and help resolve guest issues in a timely and compassionate manner Support Guest Relations team coverage as needed Document and report trends, concerns, and opportunities for improvement - 20% Gift Shop Operations Oversee day-to-day backend operations of the Hospital gift shop Manage inventory, ordering, stocking, and vendor coordination Support staffing schedules and volunteer coordination where applicable Help ensure the gift shop remains welcoming, functional, and aligned with patient/family needs - 20% Patient Experience Support Assist in implementing initiatives that enhance patient and family satisfaction Support environment-of-care details that contribute to comfort, hospitality, and emotional well-being Collaborate on projects that elevate the overall hospital experience - 15% Events + Community Engagement Support Assist with hospital tours, donor visits, and community group logistics Partner with the Events Coordinator to support internal and external events Help coordinate hospitality needs for key organizational events and experiences - 15% Other duties as assigned - 5% Qualifications Education: - Associate's degree required Bachelor's degree in hospitality, Healthcare Administration, Communications, or related field preferred Experience: - 2+ years in hospitality, guest services, or patient experience, customer service and/or project management experience strongly preferred. License/Certification/Credential: - Customer service or hospitality training preferred Trauma-informed care training preferred Project management certification or training preferred About Us Our work begins where we are all equal - at the heart. Bethany Children's Health Center (formerly The Children's Center Rehabilitation Hospital) located in Bethany, Oklahoma is an innovative leader in the field of pediatric rehabilitation and 24-hour complex care. The ACHC accredited hospital offers inpatient and outpatient services for children (ages 0-21) and is the only inpatient pediatric rehabilitation facility in Oklahoma. Our CARF accredited multidisciplinary team works with patients and their families to maximize the patient's physical and cognitive potential, and ensure the family has the training and resources needed for a smooth transition from hospital to home. In order to maximize the potential of every child, we must maximize the potential of every employee. We are committed to providing staff with the physical, emotional, spiritual, financial and mental resources necessary to achieve their potential and meet our standards of excellence. BCHC offers competitive compensation, benefits, state-of-the-art equipment and wellness programs. Opportunities for professional growth include in-service training, leadership development, tuition reimbursement and scholarships. **Due to the nature of our pediatric services, this organization's positions are classified as safety-sensitive roles. Under the Oklahoma Medical Marijuana Use and Patient Protection Act (OMMA), a safety sensitive position is defined as any job that includes tasks or duties that the employer believes could affect the safety and health of the employee performing the task or others. This statute allows Bethany Children's Health Center to refuse to hire an applicant or discharge an employee in a safety-sensitive position, who tests positive for marijuana even if the applicant or employee holds a valid Oklahoma medical marijuana license.