Hospitality Program Lead - US

Neko Health • New York, NY

3d

About The Position

We are seeking a passionate individual to join the growing Neko Health team as our Hospitality Program Manager. You will be responsible for equipping senior leaders and frontline teams with the direction and skills needed to ensure we deliver the highest standards of hospitality and create unforgettable experiences across our clinics and frontline teams. The ideal candidate is a strategic, passionate leader who is committed to elevating both people and performance and creating a new standard of healthcare that puts customers first.

Requirements

• 4+ years of experience in centralised hospitality or customer experience role
• Skilled at developing and maintaining programs and associated measurement tools and strategies that focus on hospitality best practices, reaction to learning, knowledge transfer, application on the job, and business impact.
• Demonstrated ability to lead people, drive results, and effect change through influence and across all functions and levels of the organization
• Experience building relationships with multiple and varied stakeholders
• Experience remotely leading teams & driving impact across a broad geographic remit
• Confident and adaptable facilitation, presentation, communication and interpersonal skills.
• Familiarity with change management frameworks and best practices
• Familiarity with business process analysis and data analytics
• Expertise with office productivity tools, such as MS Office or G Suite
• Growth mindset - constantly learning and iterating to be best-in-class
• Self-motivated, accountable, organized, analytical and detail oriented.

Responsibilities

• Responsible for the delivery and ongoing development of Neko Health’s service & hospitality programs e.g. hospitality standards & training, service quality assurance.
• Creates strategic plans to drive hospitality culture and engagement within the wider business and empower teams to deliver service excellence
• Partners with people team to ensure hospitality culture and behaviours are embedded within our people processes e.g. job descriptions, interviewing & onboarding for all patient facing roles
• Define and embed role-specific hospitality standards that include service behaviours - ensuring consistency and clarity across functions.
• Develop a formalized SOP framework that allows for regional customization while maintaining global brand consistency. Enable local leaders to adapt programming implementations to their cultural & regulatory needs while upholding centralized standards
• Create, manage, and maintain essential resources & tools such as checklists, toolkits and other reinforcement resources.
• Day to day program management responsible for on-time and on-budget commitments
• Responsible for the development of training, communication and change management plans to deliver the program roadmap, milestones and overall desired outcomes
• Ensure delivery of hospitality training to all patient facing roles.
• Utilise a variety of training methodologies, innovative techniques, advanced concepts, learning tools, and proven practices to ensure the maximum effectiveness of hospitality training programs.
• Line manages regional Hospitality Trainers and coaches and develops them ensuring high quality delivery of hospitality training and the sharing of best practise across regions
• Responsible for program adoption e.g. training completion, standard delivery, clinic service levels etc
• Create and deliver a service audit program using clear documentation to validate consistency and quality across clinics including internal audits, self-audits and mystery shops
• Accountable for hospitality performance tracking across multiple KPI’s including surveys and audits, identifying areas for improvements and continuously elevate standards
• Implement transparent scorecards to share performance and cultural alignment metrics across all levels of the organisation
• Partner with the Global Head of Support & Hospitality & People Team to align on annual goal setting and performance reviews with hospitality behaviours.
• Maintains direct relationship with senior leaders, supporting their role in driving a hospitality culture and proactively engaging them for input and feedback on hospitality programs.
• Reviews hospitality performance and feedback with senior and clinic leaders, championing the significance of hospitality delivery and partnering to proactively addressing opportunities for improvement

Benefits

• We offer a dynamic work environment with a high degree of autonomy that fosters growth and development.

What This Job Offers

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