Hospitality Concierge Coordinator (23626)

Hospitality Concierge Coordinator

Skilled Nursing at Solera at West Houston - Houston, TX 77084

Overview

Position Type Full Time Job Shift Day Category Clinical Support

Description

Shift Type: 2nd: 2 pm - 10 pm, Monday to Friday

The Hospitality Concierge Coordinator position serves as the primary point of contact for newly admitting patients/family members, delivering exceptional service and creating a welcoming, personalized experience. This position is responsible for anticipating the needs of the patients, coordinating services, facilitating communications with the interdisciplinary team, resolving concerns, and ensuring every interaction reflects the organization's commitment to hospitality and service excellence. The Hospitality Concierge Coordinator acts as a host, resource, and advocate to enhance the patient's satisfaction and experience.

Qualifications

Certified as a Nursing Assistant with a valid certification

• Minimum 1 year in a Long-Term Care setting
• Minimum 2 years in customer service, hospitality, hotel, concierge, guest services or related experience preferred.
• Experience working in luxury hospitality, healthcare hospitality, senior living, or customer facing environments in highly desirable.
• Exceptional interpersonal and customer service skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to remain professional under pressure.
• Strong organizational and multitasking capabilities.
• Proficiency in Microsoft Office suite of products.
• Demonstrated commitment to service excellence and guest satisfaction.

Essential Functions

Admission Experience Management

• Serve as the primary hospitality contact for new admissions and their families.
• Conduct pre-admission welcome calls to introduce the facility, answer questions, and provide admission information.
• Coordinate with facility departments to ensure rooms are clean, prepared, and admission-ready.
• Gather patient preferences, personal interests, routines, and comfort needs to support person-centered care.
• Greet new patients and families upon arrival, providing a warm, personalized welcome.
• Escort patients and families throughout the admission process and assist with orientation to the facility.

Patient and Family Experience

• Build positive relationships with patients, residents, visitors, and family members.
• Ensure patients and families understand facility resources, services, and key contacts.
• Provide ongoing support and assistance throughout the patient's stay.
• Conduct several customer service rounds and follow-up visits during the first 72 hours following admission.
• Document concerns, requests, and service opportunities and communicate them to appropriate departments daily
• Promote patient dignity, respect, and individualized service.

Communication and Service Coordination

• Act as a liaison between patients, families, and interdisciplinary team members.
• Coordinate initial telehealth visit with Nurse Practitioner within 36 hours of admission.
• Facilitate communication between nursing, therapy, nutrition, activities, social services, housekeeping, and administration.
• Assist families with questions regarding schedules, services, visitation, and general facility operations.
• Ensure family concerns are communicated and resolved in a timely manner.
• Support facility leadership in maintaining effective communication with residents and families.

Service Recovery

• Proactively identify and resolve service issues before they escalate.
• Investigate customer concerns and follow through to resolution.
• Maintain documentation of service recovery actions and outcomes.
• Escalate clinical concerns immediately to licensed nursing staff.
• Follow up with patients and families to ensure satisfaction with resolutions.

Hospitality and Facility Environment

• Ensure a welcoming, professional, and comfortable lobby and reception environment.
• Support special events, celebrations, family meetings, and facility engagement activities.
• Ensure hospitality standards are consistently demonstrated by all team members.
• Assist visitors with wayfinding, directions, and general information.
• Promote a culture of excellence and customer service throughout the facility.

Quality and Satisfaction Initiatives

• Support patient and family satisfaction initiatives.
• Assist leadership in improving CoreQ satisfaction outcomes.
• Participate in customer service training and quality improvement activities.
• Monitor trends in patient and family feedback and communicate opportunities for improvement.
• Assist with hospitality-based programs designed to improve resident engagement and satisfaction.

Compliance

• Maintain confidentiality of patient information in accordance with HIPAA regulations.
• Follow all facility policies, procedures, and safety guidelines.
• Attend required training and in-service education programs.
• Perform additional duties as assigned.

Diversity, Equity, and Inclusion are at the heart of Cantex. We are committed to a culture that respects our differences and values the contributions of all people.