Hospitality Experience Manager | Guest Experience

Hospitality Experience Manager

Where exceptional hospitality meets emergency medicine. We're looking for a hospitality-minded leader who believes exceptional experiences are created one thoughtful moment at a time.

As our Hospitality Experience Manager, you'll help shape the culture, energy, and atmosphere of our emergency room by creating meaningful experiences for patients, families, employees, physicians, and visitors. From employee celebrations and service recovery to concierge-level hospitality and internal engagement, you'll play a key role in making Hospitality Health ER feel unlike any other healthcare facility.

Some days you'll be walking the facility, supporting employees, solving real-time challenges, and finding creative ways to elevate the patient experience.

Other days you'll be coordinating events, celebrating milestones, welcoming special guests, or launching initiatives that strengthen our culture from the inside out.

No two days look exactly the same.

If you're someone who notices the little things, anticipates needs before they're spoken, and believes hospitality can transform how people feel, we'd love to meet you.

Hospitality | Concierge-Level Service | Experience Creation | Employee Engagement | Internal Marketing | Creative Problem Solving | Emotional Intelligence | Service Recovery | Culture Development | Relationship Building | Operational Support | Adaptability

At Hospitality Health ER, our mission is to raise the expectation of emergency medical care by combining high-quality medicine with genuine hospitality, compassion, and human connection.

We believe emergency care should feel different. Our goal is not only to provide exceptional medical treatment, but to create an environment where patients and families feel supported, respected, informed, and cared for throughout their experience.

We strive to humanize the ER experience by treating every patient with dignity, honesty, kindness, and empathy while creating a warm, welcoming atmosphere for everyone who enters our facility.

Our culture is built around people. We believe in supporting our employees, encouraging growth and creativity, and empowering our team to make thoughtful decisions in the best interest of the patient. We value individuals who take ownership, think beyond the status quo, and genuinely care about the experience they create for others.

At HHER, hospitality is not a department. It is part of who we are.

We're looking for someone who believes exceptional hospitality belongs in healthcare. We are seeking a Hospitality Experience Manager to help redefine what an emergency room experience can feel like.

This is a highly visible, hands-on role for someone who believes exceptional experiences are created through thoughtful details, genuine human connection, and a commitment to serving others. You'll spend far more time walking the facility than sitting behind a desk, building relationships, anticipating needs, solving problems in real time, and creating moments that leave a lasting impression on patients, families, employees, physicians, and visitors.

The Hospitality Experience Manager partners closely with facility leadership to strengthen hospitality standards, employee engagement, internal culture, and the overall experience of patients, families, visitors, and employees.

This is not a traditional healthcare position, and it is not a desk-only position. The role requires visibility, adaptability, and a willingness to step into real-time situations with professionalism, creativity, and sound judgment.

This is a highly visible role within a 24/7 emergency room environment. While many responsibilities occur during standard business hours, approximately 25% of working hours will take place after 5:00 PM to support shift transitions, night shift employees, events, and operational needs across all schedules.

The right candidate understands that hospitality and culture are not limited to daytime operations and values being present for both patients and staff across all shifts.

Experience Leadership

• Curate memorable experiences for patients, visitors and employees
• Identify opportunities to elevate every touchpoint throughout the facility
• Build moments of delight that feel genuine rather than scripted
• Celebrate milestones, birthdays, recoveries and employee accomplishments
• Partner with clinical teams to make difficult days feel a little easier

Concierge-Level Hospitality

• Welcome patients, families, physicians, community partners, VIP visitors, and special guests with professionalism and warmth
• Anticipate needs before they're expressed
• Resolve concerns with professionalism and grace
• Ensure every space reflects our hospitality standards
• Maintain an exceptional-level first impression throughout the facility

Service Recovery & Special Projects

• Respond thoughtfully to opportunities for service recovery and guest support
• Develop…