Program Manager - Hospitality Services

ChristianaCare • Newark, DE

6d • $38 - $61

About The Position

Do you want to work at one of the Top 100 Hospitals in the nation? We are guided by our values of Love and Excellence and are passionate about delivering health, not just health care. Come join us at ChristianaCare! ChristianaCare is looking for a Program Manager - Hospitality Services in Newark, Delaware that will be accountable for leading and continuously elevating the patient, family, and visitor experience across all ChristianaCare campuses. This role serves as the operational and cultural leader for hospitality services, setting clear expectations for service excellence, professionalism, and empathy in every public-facing interaction. The manager leads and develops frontline staff and volunteers, models service-focused behaviors, and ensures consistent delivery of a welcoming, responsive, and high-quality experience. In addition to overseeing daily operations, this role owns service recovery efforts, resolves complex concerns, partners across departments to improve the guest experience, and uses data and frontline insights to drive continuous improvement in service standards and outcomes.

Requirements

• Bachelor’s degree in hospitality, business management, communications, or a related field.
• Minimum of three years of leadership experience in customer-facing, service-driven environments, with demonstrated accountability for service quality, staff development, and service recovery outcomes.
• Demonstrated ability to lead with a strong customer service mindset in high-volume, high-emotion, public-facing environments.
• Proven success in building and sustaining a service-oriented culture through coaching, presence, and accountability.
• Ability to translate organizational service standards into clear expectations, daily behaviors, and measurable outcomes.
• Able to motivate and generate enthusiasm.
• Excellent professional skills including the ability to provide outstanding customer service, maintain positive employee relations and effectively train team members.
• Excellent communication skills.
• Ability to be empathetic and effective with people of diverse cultures.
• Strong leadership skills with the ability to motivate, inspire, and develop staff and volunteers to consistently meet service standards.
• Ability to manage difficult, confidential, and urgent matters with sound judgment.
• Ability to negotiate.
• Ability to work in a matrixed environment.
• Ability to use multiple computer programs (Microsoft Office, including Word, Excel, PowerPoint, and Outlook).
• Experience using service metrics, feedback, and operational data to identify trends and drive performance improvement.
• Strong organizational, planning, and administrative skills, including report development and analysis.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Ability to function as a member of a team with colleagues
• Ability to act independently within a defined scope of authority while maintaining alignment with organizational policies and standards.
• Knowledge of departmental and CCHS policies and procedures.
• Must be able to move from site to site within ChristianaCare to other outside locations.
• Must be ambulatory with occasional lifting and carrying of light equipment.
• Intermittent sitting, standing, bending, and walking.
• Must be able to travel to other ChristianaCare sites and outside locations.

Nice To Haves

• Experience leading teams in healthcare, hospitality, retail, or other high-touch service settings preferred.

Responsibilities

• Leads Hospitality Services and Conference Room Support operations across all assigned campuses, ensuring a consistently welcoming, professional, and high-quality experience for patients, families, visitors, and staff.
• Oversee daily departmental management, staffing, and volunteer teams at entry points and waiting areas.
• Leads cross-functional teams to maintain accurate system-wide wayfinding and frontline operations.
• Manages event planning and scheduling for the Ammon Medical Education Center and multiple sites.
• Supervises staff performance, development, team building, and evaluations.
• Conducts leadership rounding to assess service quality, environment of care, and adherence to appearance and behavioral standards.
• Ensures exceptional customer service and adjusts staffing based on operational needs.
• Analyzes service feedback, operational reports, and trends to identify opportunities for improvement and implement corrective actions.
• Enhance patient and family experience at entrances and surgical waiting lounges.
• Manages Lost & Found operations and ensures compliance with Joint Commission and CCHS policies.
• Supports new program implementation and represents the department on organizational committees.
• Ensures safe work practice and completes additional assigned duties.

Benefits

• Collaborative and team focused environment
• Full Medical, Dental, Vision, Life Insurance, etc.
• 403(b)
• Generous paid time off
• Incredible Work/Life benefits including annual membership to care.com, access to backup care services for dependents through Care@Work, retirement planning services, financial coaching, fitness and wellness reimbursement, and great discounts through several vendors for hotels, rental cars, theme parks, shows, sporting events, movie tickets and much more!
• ChristianaCare offers a competitive suite of employee benefits to maximize the wellness of you and your family, including health insurance, paid time off, retirement, an employee assistance program.

What This Job Offers

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