Director of Marketing & Guest Experience

Hospitality Health ER • Galveston, TX

3d • Onsite

About The Position

This role is for a hospitality-minded individual who believes exceptional experiences are created one thoughtful moment at a time. As the Director of Marketing & Guest Experience, you will help shape the culture, energy, and atmosphere of the emergency room by creating meaningful experiences for patients, families, employees, physicians, and visitors. This includes employee celebrations, service recovery, concierge-level hospitality, and internal engagement, playing a key role in making Hospitality Health ER feel unique. Responsibilities include walking the facility, supporting employees, solving real-time challenges, coordinating events, celebrating milestones, welcoming guests, and launching initiatives that strengthen culture. The role requires someone who notices the little things, anticipates needs, and believes hospitality can transform how people feel. At Hospitality Health ER, the mission is to combine high-quality medicine with genuine hospitality, compassion, and human connection, aiming to humanize the ER experience by treating every patient with dignity, honesty, kindness, and empathy. The culture is built around people, supporting employees, encouraging growth and creativity, and empowering the team. Hospitality is not a department but a core value. This role focuses on internal marketing, team engagement, hospitality, and guest experience, bringing the brand to life for those who interact with it daily. It involves curating patient experiences, developing engagement activities, recognizing team members, and creating memorable interactions. The position requires adaptability, creativity, presentation skills, hospitality, organization, and execution, with the ability to manage competing priorities while maintaining a high level of care and attention to detail. As the role develops, there will be an increasing emphasis on internal marketing and brand engagement, with opportunities to shape communication, celebrations, recognition, and experience creation across the organization. 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. The Director will spend significant time interacting within the facility, building relationships, anticipating needs, solving problems, and creating lasting impressions. The role partners closely with facility leadership to strengthen hospitality standards, employee engagement, internal culture, and the overall experience for all stakeholders. The position is critical in helping patients and employees feel seen, supported, cared for, and valued during stressful times, understanding that hospitality builds trust, comfort, connection, and calm through thoughtful action and emotional awareness. This role partners with frontline staff and leadership to maintain hospitality standards, support team culture, navigate challenges, and elevate the overall experience. It is not a traditional healthcare or desk-only position, requiring visibility, adaptability, professionalism, creativity, and sound judgment. Flexibility in schedule is required, as the role values presence for patients and staff across all shifts.

Requirements

• Believes exceptional hospitality belongs in healthcare
• Believes exceptional experiences are created through thoughtful details, genuine human connection, and a commitment to serving others
• Spends significant time walking the facility, building relationships, anticipating needs, solving problems in real time, and creating moments that leave a lasting impression
• Partners closely with facility leadership to strengthen hospitality standards, employee engagement, internal culture, and the overall experience of patients, families, visitors, and employees
• Understands that hospitality is not just about service, but about creating trust, comfort, connection, and calm through thoughtful action, emotional awareness, and consistent follow-through
• Partners closely with frontline staff and leadership to help maintain hospitality standards, support team culture, navigate real-time challenges, and elevate the overall experience for patients, families, and employees
• Requires visibility, adaptability, and a willingness to step into real-time situations with professionalism, creativity, and sound judgment
• Requires flexibility in schedule, understanding that hospitality and culture are not limited to daytime operations and valuing presence for both patients and staff across all shifts
• Naturally goes beyond what is expected
• Notices details others miss
• Anticipates needs without being asked
• Takes pride in creating thoughtful, memorable experiences for both patients and staff
• Understands that the smallest moments often leave the biggest impression
• Builds trust quickly through authenticity, empathy, and professionalism
• Remains calm, resourceful, and solution-oriented during challenging situations
• Balances creativity with sound judgment and operational awareness
• Takes ownership, follows through, and consistently delivers on commitments
• Enjoys collaborating across departments and building strong relationships
• Thrives in fast-paced, ever-changing environments where flexibility is essential
• Believes that hospitality is a mindset, not simply a job responsibility
• Experience in hospitality, guest services, events, experiential retail, entertainment, healthcare, customer experience, or other fast-paced people-centered environments
• Traditional healthcare leadership experience is not required
• Backgrounds that may translate well include hospitality, guest services, event coordination, camp counseling, experiential programs, entertainment or theme park environments, customer experience roles, or other service-driven environments focused on creating meaningful experiences for others.

Nice To Haves

• Experience in hospitality, guest services, event coordination, camp counseling, experiential programs, entertainment or theme park environments, customer experience roles, or other service-driven environments focused on creating meaningful experiences for others.

Responsibilities

• 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
• 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
• Respond thoughtfully to opportunities for service recovery and guest support
• Develop creative solutions that strengthen trust and exceed expectations
• Coordinate special hospitality initiatives and facility-wide projects
• Support leadership with unique experiences, celebrations, and engagement opportunities
• Recommend new ideas that elevate Hospitality Health ER's culture and reputation
• Create excitement around employee initiatives
• Coordinate celebrations and appreciation events
• Develop engaging internal campaigns
• Tell the stories happening inside our walls
• Strengthen culture through thoughtful experiences
• Help create an environment people are proud to work in
• Community partnerships
• Brand marketing
• Social media storytelling
• Public events
• Physician engagement
• Community outreach

Benefits

• Comprehensive medical coverage with 100% of employee premiums paid by the company
• $0 deductible healthcare plan with access to $0 out-of-pocket costs for eligible care and prescriptions through our benefit structure
• 401(k) with company match
• Annual bonus opportunities
• Paid time off
• A supportive, team-oriented culture that values creativity, initiative, and genuine human connection
• Employee celebrations, themed events, and a hospitality-driven environment that prioritizes both patient and employee experience
• Leadership that encourages growth, autonomy, and thoughtful decision-making
• The opportunity to help shape and elevate one of the most unique patient experience cultures in emergency healthcare

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed