Manager, Concierge Services

Job Title: Manager, Concierge Services

Department: Patient Experience / Hospitality Services

Reports To: Director, Concierge Services

Leadership Scope: 4+ direct reports and 30+ indirect reports

Position Summary

The Manager, Concierge Services leads day-to-day hospital concierge operations with a

focus on exceptional service delivery, team development, and cross-departmental

collaboration. This role champions a culture of empathy and professionalism, ensuring

that nurses receive personalized, non-clinical support to care for patients and families

during their hospital stay. With tactical oversight of staffing, service performance, and

resource allocation, the Concierge Manager drives adoption and excellence in hospital

hospitality.

Core Responsibilities

Leadership & Team Development

• Recruit, train, and mentor concierge staff and supervisors to deliver high-quality
• service with consistency and care (Onboarding Process Ownership)
• Train, coach, and support concierge staff and supervisors in the effective use of
• Helen technology, ensuring adoption of system workflows and adherence to
• operational best practices.
• Develop team schedules, conduct performance reviews (alongside Director), and
• coach team members to exceed service expectations
• Lead ongoing professional development initiatives to grow staff capacity in service
• delivery and emotional intelligence

Operational Oversight

• Manage day-to-day operations of hospital concierge services across multiple units or facilities
• Implement standard operating procedures and service protocols to ensure efficiency and compliance
• Actively track service metrics, task completion, and patient satisfaction indicators to identify trends and opportunities
• Coordinate with leadership to review staff performance and required decisions

Hospital-Wide Coordination

• Maintain strong relationships with clinical, EVS, and administrative departments to streamline service delivery
• Oversee timely fulfillment of patient requests and coordination of non-clinical support services.

Communication, Escalation & Crisis Management

• Serve as the primary point of contact for escalated concerns and service breakdowns, providing timely interventions
• Ensure service documentation and feedback loops are maintained to support accountability and transparency

Cultural & Ethical Integrity

• Promote an inclusive environment that respects all cultural backgrounds and preferences
• Uphold HIPAA compliance and hospital guidelines, ensuring confidentiality and integrity at every level of service
• Model and reinforce professionalism, compassion, and hospitality across all interactions

Innovation & Growth

• Monitor service trends and opportunities to enhance concierge capabilities
• Assist team to troubleshoot app issues and rollout system enhancements
• Lead concierge-focused initiatives that align with organizational mission and elevate the standard of care

Work Schedule

• Full-time position with flexibility to work weekends and holidays as necessary Requires physical presence and mobility throughout hospital units

Qualifications

Education & Experience

• High school diploma or equivalent required; associate or bachelor’s degree preferred
• Minimum 5 years of progressive leadership in hospitality, retail, healthcare, or service management

Key Skills & Competencies

• Strategic thinking and operational execution
• Exceptional communication, interpersonal, and conflict-resolution skills
• Strong analytical mindset with attention to detail and workflow optimization
• Comfortable working in fast-paced, emotionally complex environments
• Deep commitment to service, empathy, and patient advocacy
• Proficiency in hospitality software or digital platforms (e.g., task management systems, patient engagement apps)

Pay: $70,000.00 - $75,000.00 per year

Work Location: In person