Corporate Director of Hospitality Services

Corporate Director of Hospitality Services

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:

  • 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 behavioural 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.

• 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.

• 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…