Director of Hospitality

About Us:

The Subacute at Autumn Lake is redefining the standard of care and comfort in skilled nursing with a dedicated focus on five-star hospitality. Our newly established hospitality department is committed to making every patient’s stay feel personalized, welcoming, and memorable. We believe that exceptional service can make all the difference in patient care, and we’re looking for a Director of Hospitality who will bring this vision to life.

Position Summary:

The Director of Hospitality is a front-of-house leadership role responsible for curating customized, luxury-level experiences for every patient and their families. This role is not focused on activities; instead, it centers on delivering attentive, “white glove” service and ensuring each stay feels unique and five-star. The ideal candidate will have a background in hospitality or customer service, a natural warmth, and the drive to create a truly special environment. Nights and weekends are part of this position’s flexible schedule to ensure that quality service is available around the clock.

Key Responsibilities:

• First Impressions and Custom Welcome Experiences As the face of hospitality at The Subacute, you will provide each patient, family member, and visitor with a warm and personalized welcome. You’ll set the tone for a five-star experience, ensuring the lobby and reception areas are inviting, clean, and meticulously arranged. From personalized greetings to custom welcome amenities, you’ll make each arrival feel like a VIP experience.
• Creating a “White Glove” Level of Care Design and implement customized, comfort-focused touches to elevate each patient’s stay, from arranging in-room amenities to coordinating with staff to meet unique requests. Anticipate and respond to needs before they arise, delivering exceptional service that mirrors a luxury hospitality experience.
• Patient and Family Communication Serve as the go-to resource for patient and family questions, providing compassionate, proactive support. Regularly check in to ensure all needs are met, providing updates and handling any requests with empathy and care. This includes coordinating special touches or requests that contribute to a feeling of home and comfort.
• Google Reviews and Testimonials Gather feedback and testimonials from patients and families to build our reputation as a five-star care facility. Encourage and assist patients or families in sharing their experiences through Google reviews, capturing the exceptional service and comfort provided during their stay. Work collaboratively to address any concerns that arise, turning feedback into opportunities for improvement.
• Service Recovery and Problem Resolution Quickly and gracefully handle any issues that may arise during a patient’s stay, acting as a patient advocate and service champion. Resolve concerns in a way that reaffirms trust and reflects Autumn Lake’s commitment to white-glove service. Follow up to ensure each patient leaves with positive memories of their stay.
• Staff Leadership and Training Lead and inspire the hospitality team to provide consistent, high-quality, and compassionate service. Emphasize professionalism, attention to detail, and an instinct for service that feels personalized. Conduct regular training and coaching to align the team with Autumn Lake’s five-star standards and hospitality vision.
• Ambiance and Environment Oversight Curate the aesthetic and ambiance of The Subacute to create a warm, welcoming environment. This includes overseeing seasonal décor, room readiness, and comfort-focused touches that contribute to a luxurious and peaceful atmosphere for patients and visitors.
  
  
  

Qualifications:

• Experience in hospitality, luxury customer service, or a similar front-of-house role (no healthcare experience required).
• A positive, professional demeanor with excellent interpersonal skills.
• Ability to work nights, weekends, and holidays as part of a flexible schedule.
• Strong organizational and problem-solving skills, with a proactive approach to guest needs.
  
  
  

What We Offer:

• A competitive salary and benefits package.
• The chance to shape a newly developed hospitality department in a high-profile role.
• An opportunity to deliver meaningful, memorable experiences that set a new standard in patient-centered care.
  
  
  

If you are passionate about creating memorable, five-star experiences and have a natural talent for luxury service, we want to meet you! Join The Subacute at Autumn Lake, where hospitality meets healthcare and every stay becomes something truly special.

INDOP