Hospitality Supervisor
Longview, TX
About the Role
The Hospitality Supervisor is responsible for leading the Patient Advocate/Hospitality team and ensuring every patient and visitor receives the exceptional service experience Hospitality Health ER is known for. This position oversees a large, 24/7 department of over 30 team members and is responsible for maintaining service standards, coaching staff, addressing concerns in real time, and ensuring seamless coverage across all shifts.
The Hospitality Supervisor serves as the bridge between frontline staff and leadership and plays a critical role in preserving the patient experience, team culture, and day-to-day department operations.
The Hospitality Supervisor is responsible for protecting and elevating the patient experience by leading one of the most visible and impactful teams in the organization.
Leadership | Hospitality | Patient Experience | Team Development | Coaching & Accountability | Staffing & Scheduling | Change Management | Process Improvement | Service Recovery | Interdepartmental Collaboration | Strong Communicator | Problem Solver | Fast-Paced Environment
About Hospitality Health ER
Hospitality Health ER is a freestanding ER in East Texas that provides personal attention and first-class care. We pride ourselves on exceptional hospitality and customer service, going above and beyond for every patient and family. Our staff steps up during the busiest of times and supports one another in a strong team environment.
Key Responsibilities for the Hospitality Supervisor
- Lead, coach, and support a team of approximately 30 Patient Advocates/Hospitality Assistants across all shifts
- Maintain appropriate staffing and scheduling for a 24/7 department, including assisting with call-ins, schedule changes, and shift coverage
- Monitor department performance and hold team members accountable to service, attendance, professionalism, and performance expectations
- Train, mentor, and onboard new employees; provide ongoing coaching and development to existing staff
- Respond to patient, family, and visitor concerns in a calm, professional, and service-focused manner
- Partner with nursing and facility leadership to ensure a smooth, coordinated patient experience
- Assist with investigations, corrective action, performance discussions, and documentation as needed
- Conduct rounding throughout the facility to ensure patient needs are being met and Hospitality Health ER standards are maintained
- Review and monitor department logs, supply usage, petty cash, company card usage, van logs, and other departmental documentation
- Anticipate patient volume and department needs and adjust workflow and staffing accordingly
- Help develop and improve processes, communication, and consistency within the department
- Step into the role of a Patient Advocate/Hospitality Assistant when needed during busy periods or staffing shortages
Qualifications for the Hospitality Supervisor
- Minimum of 2–3 years of leadership or supervisory experience, preferably in hospitality, healthcare, customer service, or a similar fast-paced environment
- Experience leading a large team with varying schedules and personalities strongly preferred
- Demonstrated ability to manage conflict, difficult conversations, and accountability while maintaining positive working relationships
- Strong customer service skills and a passion for creating an exceptional patient experience
- Ability to make decisions quickly, stay organized, and remain calm under pressure
- Strong written and verbal communication skills
- Proficient with scheduling, documentation, and basic computer systems
- Must be flexible and available to support a department with 24/7 operations, including occasional evenings, weekends, or holidays as needed
- Current driver’s license with no restrictions
Ideal Candidate
- Leads by example and is not afraid to jump in and help
- Can balance compassion with accountability
- Is visible, approachable, and respected by the team
- Notices details and proactively solves problems before they escalate
- Thrives in a fast-paced, constantly changing environment
- Understands that the Patient Advocate team is one of the biggest differentiators in the Hospitality Health ER experience
Pay & Benefits
- Salary is commensurate with experience
- Annual Bonus
- Paid Time Off
- 401K with company match
- Company paid benefits
Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. Hospitality Health ER is an equal opportunity employer inclusive of female, minority, disability and veterans, (M/F/D/V). Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, citizenship/immigration status, veteran status or any other protected status.
