Program Manager - Hospitality Services

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.

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.

Hours: Day Shift - Off hours as needed based on department needs

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

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.

Normal office environment including the information desk and waiting lounges. Visits to patient care areas and other campuses required. Must be able to travel to other ChristianaCare sites and outside locations.

• 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!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

Post End Date

EEO Posting Statement

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. To learn more about our benefits for eligible positions visit https://careers.christianacare.org/benefits-compensation/