Hospitality Concierge Coordinator

The Hospitality Concierge Coordinator serves as the primary point of contact for newly admitting patients, residents, and family members, delivering an exceptional customer service experience while creating a welcoming, personalized, and resident-centered environment. This position is responsible for supporting the admission process, coordinating hospitality services, facilitating communication with the interdisciplinary team, resolving concerns, promoting patient and family satisfaction, and ensuring every interaction reflects the organization's commitment to service excellence, resident experience, and hospitality-centered care. The Hospitality Concierge Coordinator serves as a host, advocate, resource, and customer experience specialist dedicated to enhancing patient, resident, and family engagement throughout the care journey.

• Serve as the primary hospitality contact for new admissions and their families, providing a welcoming and personalized admission experience.
• Conduct pre-admission outreach, coordinate admission readiness, and assist with resident and family orientation.
• Build positive relationships with patients, residents, families, visitors, and staff to support service excellence and resident satisfaction.
• Conduct customer service rounds and follow-up visits during the admission transition period.
• Document concerns, requests, and service opportunities and communicate them to appropriate departments for resolution.
• Act as a liaison between patients, families, and the interdisciplinary team to support communication and care coordination.
• Coordinate initial telehealth visits and assist families with questions regarding services, schedules, visitation, and facility operations.
• Proactively identify customer service concerns, facilitate service recovery efforts, and follow through to resolution.
• Support patient, resident, and family satisfaction initiatives, including CoreQ improvement efforts and customer service programs.
• Assist with special events, family meetings, resident engagement activities, and hospitality-focused programs.
• Promote a welcoming, professional, and customer-focused environment throughout the facility.
• Maintain confidentiality of patient information and comply with HIPAA regulations, facility policies, and safety requirements.
• Attend required training and in-service education programs.
• Perform additional duties as assigned.

#LP

• Certified Nursing Assistant (CNA) with a current and valid certification required.
• Minimum one year of experience in a long-term care setting required.
• Minimum two years of customer service, hospitality, concierge services, hotel operations, guest services, resident services, patient experience, or related experience preferred.
• Experience in luxury hospitality, healthcare hospitality, senior living, rehabilitation, post-acute care, assisted living, memory care, or customer-facing service environments highly desirable.
• Exceptional interpersonal, customer service, relationship-building, and communication skills.
• Strong verbal and written communication skills.
• Strong problem-solving, conflict resolution, service recovery, and customer engagement abilities.
• Ability to remain professional and customer-focused under pressure.
• Strong organizational, coordination, multitasking, and follow-up capabilities.
• Proficiency in Microsoft Office applications.
• Demonstrated commitment to resident satisfaction, hospitality excellence, and outstanding customer experience.

What We Offer You

• Competitive Wages
• 401k with match
• Medical, Dental, Vision & Supplemental Insurance
• Vacation, Sick, Personal Holiday & Paid Holidays
• Short-Term Disability
• Life Insurance
• Tuition & CEU Reimbursement
• Rewards & Recognition Program

EEOC

We are an Equal Opportunity Employer. We offer an excellent benefit plan to include 401(k) with match, CEU reimbursement, vacation, sick time, holidays, medical, dental, and supplemental insurance plans, as well as a highly competitive compensation package.