Full employer posting
Job Purpose The Hospitality Coordinator plays an important role in creating a welcoming, compassionate and positive experience for patients, families, visitors and guests at Bethany Children's Health Center. This position coordinates day-to-day hospitality operations, supports and provides guidance to Guest Relations team members and helps ensure consistent, high-quality service throughout the hospital. Responsibilities include coordinating hospitality services, conference center operations, guest relations activities and gift shop operations.
Working collaboratively with hospital departments and the Guest Relations team, this position helps anticipate needs, address concerns, coordinate resources and identify opportunities to enhance the overall patient and family experience. The Hospitality Coordinator serves as a resource for team members and promotes a culture of service excellence through positive interactions, teamwork and consistent follow-through that reflects the mission and core values of Bethany Children's Health Center.
Percent of Time Hospitality and Conference Center Operations Coordinate day-to-day hospitality services to ensure a welcoming, organized and positive experience for patients, families, visitors and guests. Manage conference center reservations, room scheduling and setup logistics. Coordinate with internal departments to ensure meeting and event spaces are prepared and operational needs are met.
Maintain accurate documentation, communication and follow-up for reservations and hospitality requests. Identify and address operational needs related to hospitality spaces, guest amenities and visitor services. Anticipate guest needs and proactively address concerns or logistical challenges.
Ensure hospitality areas and services reflect the mission, values and service standards of Bethany Children's Health Center. 35% Guest Relations Support Coordinate and support the day-to-day activities and operational needs of the Guest Relations team. Serve as a resource for Guest Relations team members, providing guidance, direction and support to ensure consistent service delivery. Assist with team scheduling, daily assignments and coverage to support operational needs.
Assist with onboarding, orientation and training of new Guest Relations team members. Reinforce service expectations, communication standards and hospitality practices. Provide support and guidance to team members when addressing patient and family concerns, service recovery opportunities and challenging guest interactions.
Communicate operational updates, concerns and opportunities for improvement to the Director of Patient & Guest Experience. Identify opportunities to improve team coordination, workflows and the overall guest experience. Assist with service recovery efforts and help resolve guest concerns in a timely and compassionate manner.
Monitor guest feedback, identify trends and communicate opportunities for improvement. 25% Gift Shop Operations Coordinate and oversee the day-to-day operations of the hospital gift shop. Manage inventory, purchasing, ordering, stocking, merchandising and vendor relationships. Monitor sales, inventory levels and operational expenses to support effective gift shop management.
Coordinate staffing schedules and volunteer support, as applicable. Ensure the gift shop maintains an appealing, organized, and welcoming environment. Identify merchandise and product opportunities that meet the needs of patients, families, employees and visitors.
Monitor customer service and ensure a positive shopping experience. 35% Other duties as assigned 5% Qualifications
Associate’s degree required, equivalent combination of relevant education, training and industry experience may be considered in lieu of a degree. Bachelor’s degree in hospitality, Healthcare Administration, Communications, or related field preferred.
2+ years in hospitality, guest services or patient experience, customer service and/or project management experience strongly preferred. Experience coordinating team activities, supporting staff or overseeing operational functions preferred. Experience in retail operations or inventory management preferred License/Certification/Credential: Customer service or hospitality training preferred Trauma-informed care training preferred Project management certification or training preferred
Administrative
Associate's Degree
About the role
The Hospitality Coordinator plays an important role in creating a welcoming, compassionate and positive experience for patients, families, visitors and guests at Bethany Children's Health Center.