Hospitality Services Manager - FT - Days - JDCH

Memorial Healthcare • Hollywood, FL

2d • Onsite

About The Position

This role is responsible for designing, implementing, and sustaining initiatives that enhance the overall patient and family experience throughout their journey at Joe DiMaggio Children’s Hospital (JDCH).This involves partnering with clinical and non-clinical teams, using data and feedback to drive improvements, overseeing and enhancing guest services, and managing the on-site family hospitality house to ensure a seamless, supportive journey from admission to discharge. This role works with the youth and parent advisory councils, various department leaders, and administrative teams to enhance hospitality in any areas families interface with JDCH including, but not limited to, valet and parking services, food services, security, translation services, etc.

Requirements

• ACCOUNTABILITY
• CONCERN FOR QUALITY
• CUSTOMER SERVICE
• DEVELOP RELATIONSHIPS
• LEAD THROUGH VISION
• RESPONDING TO CHANGE
• STANDARDS OF BEHAVIOR
• TEAMBUILDING
• Bachelors (Required)
• Ability to analyze data and develop actionable insights.
• Conflict resolution and service recovery skills.
• Ability to influence and collaborate across departments.
• Strong leadership, interpersonal, and communication skills.
• Strong organizational and project management abilities.
• Demonstrated success in customer service program development and cross-functional team leadership.
• Strong understanding of discharge planning and hospital operational workflows preferred.
• Minimum of three (3) years' experience in hospitality, healthcare, or customer service leadership roles.
• Experience working in pediatric or family-centered care preferred.
• Bachelor’s degree in Hospitality, Healthcare Administration, or related field.

Nice To Haves

• Experience working in pediatric or family-centered care preferred.
• Strong understanding of discharge planning and hospital operational workflows preferred.

Responsibilities

• Leads, coaches, and develops a diverse team to achieve individual and team performance goals.
• Analyzes patient feedback, satisfaction surveys, and rounding data to identify trends and improvement opportunities.
• Sets clear expectations, monitors performance, and provides timely feedback and recognition.
• Rounds regularly to gather real time feedback from patients, families, and staff.
• Ensures day-to-day operations align with organizational policies and quality standards.
• Leads key initiatives related to communication, care coordination, hospitality, and complaint resolution.
• Monitors key performance indicators (KPIs) and ensures team accountability for results.
• Implements best practices from diverse industries to enhance the patient experience.
• Serves as an advocate for patients and families, addressing concerns and facilitating resolutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager