Description

We are on Fire!  Ignite Medical Resorts Home Office is Hiring!

If you want to work with a company who values and appreciates its employees, join Ignite Medical Resorts and help us to Extinguish the Stereotype! We are a state of the art rehabilitation resort where we combine uncompromising luxury, never before seen amenities, and the highest quality care to provide a superior rapid rehabilitation experience.

Our Vice President of Hospitality plays a vital role in our resident and guest outcomes and overall experience. We are looking for passionate and dedicated Vice President of Hospitality to become a part of our facility's compassionate and hospitable care-giving team.

Position Summary

The Vice President of Hospitality provides strategic and operational leadership for the hospitality experience across Ignite Medical Resorts communities. This position is responsible for establishing, implementing, monitoring, and continuously improving hospitality standards that support a warm, responsive, professional, and guest-centered experience for residents, guests, families, referral partners, and team members. The role oversees enterprise hospitality programs, reputation and guest feedback systems, café and amenity standards, social media coordination, customer-service training, and field support for Directors of Hospitality. The Vice President of Hospitality partners closely with operations and executive leadership to ensure consistent execution, measurable outcomes, strong accountability, and alignment with Ignite’s mission, culture, and service expectations.

Essential duties and Responsibilities

Primary Areas of Responsibility

Hospitality Program Leadership

· Design, implement, and sustain enterprise-wide hospitality programs, including Warm Welcomes, Fond Farewells, front desk experience, Surprise and Delight, Daily Hospitality Reports, and AMA/unplanned discharge follow-up.

· Develop, communicate, reinforce, and audit hospitality service standards across all assigned communities.

· Partner with operational and regional leaders to identify hospitality gaps, support priority communities, and ensure timely corrective action and follow-up.

Systems, Reputation, and Digital Experience Management

· Oversee key hospitality and reputation platforms, including Reputation.com, How’s Mom, Cortex, Advanced Entry, Call Center uploads, Facebook coordination, Square for Café, and Nestlé Coffee Partners.

· Ensure system access, employee updates, and platform accuracy are maintained in partnership with appropriate leaders and vendors.

· Review online feedback channels and ensure timely, professional responses to Yelp and Google reviews.

· Partner with the Director of Social Media to ensure hospitality-related content reflects Ignite standards and is accurate, polished, and on brand.

Cafe and Guest Amenity Oversight

· Ensure café standards are consistently followed across communities.

· Monitor café spend-down tracking and ensure Directors of Hospitality maintain timely updates.

· Support guest-facing amenity programs that enhance the Ignite experience and reinforce a culture of hospitality.

Team Leadership and Field Support

· Provide direct or matrixed leadership, coaching, development, and accountability for Directors of Hospitality, the Senior Director of Entertainment, the Director of Social Media, and other hospitality-related team members as assigned.

· Support field leaders in evaluating front desk coverage, floor presence, service execution, and daily guest follow-up.

· Assess team structure, performance, role clarity, and alignment with Hospitality 2.0 expectations.

Required Competencies

· Executive presence, sound judgment, and the ability to represent Ignite professionally with internal and external stakeholders.

· Strong leadership, coaching, performance management, and team-development skills.

· Ability to manage multiple priorities across a multi-site environment while maintaining attention to detail and follow-through.

· Data-informed decision-making skills, including the ability to interpret surveys, reviews, dashboards, reports, and operational trends.

· Excellent written, verbal, interpersonal, and presentation skills.

· Demonstrated commitment to hospitality, service excellence, accountability, collaboration, and continuous improvement.

Required Competencies

· Executive presence, sound judgment, and the ability to represent Ignite professionally with internal and external stakeholders.

· Strong leadership, coaching, performance management, and team-development skills.

· Ability to manage multiple priorities across a multi-site environment while maintaining attention to detail and follow-through.

· Data-informed decision-making skills, including the ability to interpret surveys, reviews, dashboards, reports, and operational trends.

· Excellent written, verbal, interpersonal, and presentation skills.

· Demonstrated commitment to hospitality, service excellence, accountability, collaboration, and continuous improvement.

Cadence of Work

Daily Focus

· Review survey, online review, AMA, and unplanned discharge activity for required follow-up.

· Monitor adherence to review management SOPs and compare activity against AM/PM reports or dashboards.

· Review Hospitality Reports and ensure appropriate escalation or coaching occurs.

· Assess Director of Hospitality labor planning related to front desk and floor coverage.

· Review social media posts for spelling, grammar, content accuracy, and brand alignment when needed.

Weekly Focus

· Respond to Yelp reviews and ensure Google reviews receive timely responses from Directors of Hospitality.

· Complete and validate Call Center survey upload files.

· Confirm café spend-down sheets are updated.

· Identify buildings requiring added support and coordinate intervention plans.

Monthly Focus

· Update systems to add or remove employees as needed, including Reputation.com, Cortex, How’s Mom, and Advanced Entry.

· Audit hospitality programs, including Warm Welcomes, Fond Farewells, Surprise and Delight, and hospitality orientation training.

· Review staff alignment, performance, and adherence to Hospitality 2.0 standards.

· Report trends, risks, wins, and recommended actions to senior leadership as appropriate.

· Serve as a visible role model for Ignite’s service culture through professionalism, responsiveness, follow-through, and high standards for communication.

Auditing, Training, and Accountability

· Audit customer-service training, Call Center upload processes, DOH Daily Reports, hospitality program execution, and orientation training.

· Use dashboards, AM/PM reports, survey data, online reviews, and hospitality reports to identify trends and opportunities.

· Partner with regional and community leaders to correct gaps, celebrate wins, and sustain service improvements.

· Ensure hospitality standards are consistently communicated, measured, and reinforced.

Education and Experience

· For internal candidates, a minimum of 2 years as a Director of Hospitality at Ignite Medical Resorts or similar. 

· Bachelor’s degree in hospitality management, business administration, communications, organizational leadership, or a related field preferred.

· Minimum of seven years of progressive leadership experience in hospitality, customer experience, or another service-driven environment preferred.

· Experience leading multi-site programs, coaching field leaders, and driving consistent execution across geographically dispersed teams strongly preferred.

· Experience with reputation management, guest experience measurement, service recovery, online review response, training execution, and operational follow-through preferred.

· Proficiency using Microsoft Office applications, dashboards, survey tools, review platforms, reporting systems, and other business technology required.

Physical Requirements and Work Environment

· Ability to travel to Ignite Medical Resorts communities, corporate meetings, training events, and other business-related locations as required. Travel percentage 70-75%.

· Ability to work in office, community, and healthcare environments with frequent interaction with residents, guests, families, leaders, and team members.

· Ability to sit, stand, walk, communicate, use a computer, and perform general office functions for extended periods of time.

· Must be able to manage competing priorities, respond to time-sensitive needs, and maintain professionalism in a fast-paced environment.

Key Success Measures

· Consistent execution of Ignite hospitality standards across communities.

· Improved survey, review, and guest satisfaction trends.

· Timely response and follow-up on reviews, surveys, AMA/unplanned events, and hospitality reports.

· Strong Director of Hospitality performance, accountability, and engagement.

· Accurate system management and reliable reporting cadence.

· Visible improvement in focus buildings requiring additional hospitality support.

Additional Requirements

· Must comply with all applicable company policies, procedures, standards of conduct, and confidentiality requirements.

· Must maintain professional communication and conduct when interacting with residents, guests, family members, vendors, referral partners, leaders, and team members.

· Must support a culture of hospitality, respect, inclusion, service excellence, accountability, and continuous improvement.

· Other duties may be assigned based on business needs.

Equal Employment Opportunity

Ignite Medical Resorts is an equal opportunity employer. Employment decisions are made without regard to any status protected by applicable federal, state, or local law. Ignite is committed to maintaining a workplace that reflects respect, professionalism, inclusion, and accountability.

Requirements

· Executive presence, sound judgment, and the ability to represent Ignite professionally with internal and external stakeholders.

· Strong leadership, coaching, performance management, and team-development skills.

· Ability to manage multiple priorities across a multi-site environment while maintaining attention to detail and follow-through.

· Data-informed decision-making skills, including the ability to interpret surveys, reviews, dashboards, reports, and operational trends.

· Excellent written, verbal, interpersonal, and presentation skills.

· Demonstrated commitment to hospitality, service excellence, accountability, collaboration, and continuous improvement.