Marketing & Guest Experience Coordinator

Hospitality Health ER•Galveston, TX

35d•Onsite

About The Position

We're looking for a hospitality-minded individual who believes exceptional experiences are created one thoughtful moment at a time. As our Marketing & Guest Experience Coordinator, you'll help shape the culture, energy, and atmosphere of our emergency room by creating meaningful experiences for patients, families, employees, physicians, and visitors. From employee celebrations and service recovery to concierge-level hospitality and internal engagement, you'll play a key role in making Hospitality Health ER feel unlike any other healthcare facility. Some days you'll be walking the facility, supporting employees, solving real-time challenges, and finding creative ways to elevate the patient experience. Other days you'll be coordinating events, celebrating milestones, welcoming special guests, or launching initiatives that strengthen our culture from the inside out. No two days look exactly the same. If you're someone who notices the little things, anticipates needs before they're spoken, and believes hospitality can transform how people feel, we'd love to meet you. At Hospitality Health ER, our mission is to raise the expectation of emergency medical care by combining high-quality medicine with genuine hospitality, compassion, and human connection. We believe emergency care should feel different. Our goal is not only to provide exceptional medical treatment, but to create an environment where patients and families feel supported, respected, informed, and cared for throughout their experience. We strive to humanize the ER experience by treating every patient with dignity, honesty, kindness, and empathy while creating a warm, welcoming atmosphere for everyone who enters our facility. Our culture is built around people. We believe in supporting our employees, encouraging growth and creativity, and empowering our team to make thoughtful decisions in the best interest of the patient. We value individuals who take ownership, think beyond the status quo, and genuinely care about the experience they create for others. At HHER, hospitality is not a department. It is part of who we are. At Hospitality Health ER, we believe marketing is more than what people see online—it’s what they experience when they walk through our doors. This role represents a different side of marketing. Rather than focusing primarily on traditional advertising or digital campaigns, this position will focus heavily on internal marketing, team engagement, hospitality, and the guest experience—bringing the Hospitality Health ER brand to life for the people who experience it every day. You’ll help shape how our patients, families, and team members see, feel, and remember HHER. That might mean curating a thoughtful patient experience, developing a seasonal engagement activity, decorating a space, recognizing a team member, organizing an appreciation gift, supporting an internal campaign, or finding a creative way to turn an ordinary interaction into something memorable. This role wears many hats and requires someone who can move comfortably between creativity, presentation, hospitality, organization, and execution. Our ideal candidate can bounce between competing priorities while maintaining an exceptional level of care, polish, and attention to detail every step of the way. As the role develops, we anticipate an increasing emphasis on internal marketing and brand engagement, with the opportunity to help shape how HHER communicates, celebrates, recognizes, and creates experiences across our organization. We're looking for someone who believes exceptional hospitality belongs in healthcare. We are seeking a Marketing & Guest Experience Coordinator to help redefine what an emergency room experience can feel like. 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. You'll spend far more time walking the facility than sitting behind a desk, building relationships, anticipating needs, solving problems in real time, and creating moments that leave a lasting impression on patients, families, employees, physicians, and visitors. The Marketing & Guest Experience Coordinator partners closely with facility leadership to strengthen hospitality standards, employee engagement, internal culture, and the overall experience of patients, families, visitors, and employees. The Marketing & Guest Experience Coordinator plays a critical role in helping patients and employees feel seen, supported, cared for, and genuinely valued during some of the most stressful and vulnerable moments of their lives. The right person understands that hospitality is not just about service. It is about creating trust, comfort, connection, and calm through thoughtful action, emotional awareness, and consistent follow-through. This role 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. This is not a traditional healthcare position, and it is not a desk-only position. The role requires visibility, adaptability, and a willingness to step into real-time situations with professionalism, creativity, and sound judgment. This position also does not have a traditional schedule and flexibility is required. The right candidate understands that hospitality and culture are not limited to daytime operations and values being present for both patients and staff across all shifts.

Requirements

The right person for this role naturally goes beyond what is expected. They notice details others miss, anticipate needs without being asked, and take pride in creating thoughtful, memorable experiences for both patients and staff.
This role exists to help ensure patients and employees feel seen, supported, cared for, and genuinely valued during some of the most stressful and vulnerable moments of their lives.
The ideal candidate understands that hospitality is not just about service. It is about creating trust, comfort, connection, and calm through thoughtful action, emotional awareness, and consistent follow-through. They remember names. They notice when someone seems overwhelmed. They instinctively straighten a waiting room before anyone else notices it needs attention. They understand that the smallest moments often leave the biggest impression.
They may come from hospitality, guest services, events, experiential retail, entertainment, healthcare, customer experience, or other fast-paced people-centered environments. Traditional healthcare leadership experience is not required.
Notices the small details that shape a person's overall experience
Anticipates needs and takes initiative without waiting to be asked
Creates welcoming, thoughtful, and memorable experiences for others
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
Examples of 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

Community partnerships
Brand marketing
Social media storytelling
Public events
Physician engagement
Community outreach

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

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

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