Associate Director - Hospitality and Guest Experience

NYU Langone Health • New York, NY

1d

About The Position

In this role, the Associate Director of Hospitality and Guest Experience is responsible for shaping and elevating the standards of service excellence within the Food and Nutrition Services Department across all campuses. This role will define the departmental approach to how our teams engage with patients, guests, and staff, ensuring all interactions are positive, welcoming, and supportive of productive operations.
This role will partner closely with operational leaders to design and deliver effective training programs that reinforce a culture of hospitality and continuous improvement. By developing clear communication strategies, high-quality learning materials, and consistent service expectations, this position will play a critical role in driving stakeholder satisfaction and successful program implementation across the organization.

Requirements

• Bachelors degree- preferably in a field related to Food and Nutrition, Hospitality or training.
• 7 years experience in a leadership role
• Qualified candidates must be able to effectively communicate with all levels of the organization.

Responsibilities

• Create a hospitality program to guide interactions for our staff with all stakeholders including guests, patients, and staff at each campus across the system. Evaluate opportunities to improve guest experience and assist with creation of a strategy to continually innovate and improve how we engage with our guests, patients and staff.
• Coordinate and manage the departments hospitality program to enhance service standards and overall customer satisfaction.
• Create staff training programs focused on customer service and service etiquette which enable productive communication of departmental and organizational culture, values and mission. Collaborate with sub-unit leaders to implement staff training programs.
• Support sub-unit leaders by assisting with the operational training, monitoring and sustainability, and align the training approach across the system.
• Establish and promote service standards and guidelines across the department, ensuring high-quality customer experiences.
• Participate in huddles, in-service meetings and other training opportunities.
• Participate in town hall and other departmental initiatives to communicate hospitality focused initiatives. Use customer feedback, surveys, and other data to identify improvement opportunities and refine hospitality approaches.
• Create criteria for evaluating and tracking performance with our approach to hospitality.
• Assist with implementation and execution of employee engagement initiatives to support productive growth and reinforcement of departmental culture.
• Participate in development of universal onboarding to facilitate productive and smooth orientation for staff.
• Partner with the patient experience team at each campus to ensure alignment of cross- departmental initiatives.
• Monitor hospitality performance metrics, such as satisfaction scores, staff engagement, and patient/customer feedback, and report trends regularly to leadership.
• Stay updated on industry trends and best practices to bring innovation to hospitality within the Food and Nutrition department.
• Manages by providing positive and constructive feedback, completes performance evaluations and manages through constructive coaching, corrective action and motivational tactics.
• Participate in the development and management of the operating and capital budgets through appropriate review and supervision of resource utilization inclusive of the development and implementation of cost savings, revenue generation strategies to meet departmental /organizational goals.
• Adheres to and promotes the mission, vision and values of the Food and Nutrition Services Department and NYU Langone Health. Achieves a world-class level of food and hospitality for our staff, patients, and guests.
• Ensures a high level of employee engagement and satisfaction by facilitating a positive work environment, open lines of communication, and culture of excellence.
• Participates in the review, revision, and/or development of departmental policies.
• Performs other duties as assigned

Benefits

• NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.
• At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees