Hospitality Supervisor

Hospitality Health ER•Longview, TX

About The Position

The Hospitality Supervisor is responsible for leading the Patient Advocate/Hospitality team and ensuring every patient and visitor receives the exceptional service experience Hospitality Health ER is known for. This position oversees a large, 24/7 department of over 30 team members and is responsible for maintaining service standards, coaching staff, addressing concerns in real time, and ensuring seamless coverage across all shifts. The Hospitality Supervisor serves as the bridge between frontline staff and leadership and plays a critical role in preserving the patient experience, team culture, and day-to-day department operations. The Hospitality Supervisor is responsible for protecting and elevating the patient experience by leading one of the most visible and impactful teams in the organization. Leadership | Hospitality | Patient Experience | Team Development | Coaching & Accountability | Staffing & Scheduling | Change Management | Process Improvement | Service Recovery | Interdepartmental Collaboration | Strong Communicator | Problem Solver | Fast-Paced Environment About Hospitality Health ER Hospitality Health ER is a freestanding ER in East Texas that provides personal attention and first-class care. We pride ourselves on exceptional hospitality and customer service, going above and beyond for every patient and family. Our staff steps up during the busiest of times and supports one another in a strong team environment.

Requirements

Minimum of 2–3 years of leadership or supervisory experience, preferably in hospitality, healthcare, customer service, or a similar fast-paced environment
Experience leading a large team with varying schedules and personalities strongly preferred
Demonstrated ability to manage conflict, difficult conversations, and accountability while maintaining positive working relationships
Strong customer service skills and a passion for creating an exceptional patient experience
Ability to make decisions quickly, stay organized, and remain calm under pressure
Strong written and verbal communication skills
Proficient with scheduling, documentation, and basic computer systems
Must be flexible and available to support a department with 24/7 operations, including occasional evenings, weekends, or holidays as needed
Current driver’s license with no restrictions

Nice To Haves

Leads by example and is not afraid to jump in and help
Can balance compassion with accountability
Is visible, approachable, and respected by the team
Notices details and proactively solves problems before they escalate
Thrives in a fast-paced, constantly changing environment
Understands that the Patient Advocate team is one of the biggest differentiators in the Hospitality Health ER experience

Responsibilities

Lead, coach, and support a team of approximately 30 Patient Advocates/Hospitality Assistants across all shifts
Maintain appropriate staffing and scheduling for a 24/7 department, including assisting with call-ins, schedule changes, and shift coverage
Monitor department performance and hold team members accountable to service, attendance, professionalism, and performance expectations
Train, mentor, and onboard new employees; provide ongoing coaching and development to existing staff
Respond to patient, family, and visitor concerns in a calm, professional, and service-focused manner
Partner with nursing and facility leadership to ensure a smooth, coordinated patient experience
Assist with investigations, corrective action, performance discussions, and documentation as needed
Conduct rounding throughout the facility to ensure patient needs are being met and Hospitality Health ER standards are maintained
Review and monitor department logs, supply usage, petty cash, company card usage, van logs, and other departmental documentation
Anticipate patient volume and department needs and adjust workflow and staffing accordingly
Help develop and improve processes, communication, and consistency within the department
Step into the role of a Patient Advocate/Hospitality Assistant when needed during busy periods or staffing shortages