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About the Role

HSS is a leading hospital for orthopedics and rheumatology, recognized by U.S. News & World Report and a recipient of the Magnet Award for Nursing Excellence. We offer an innovative, supportive, and inclusive environment for professionals at all career stages.

Responsibilities

Serve as GM for 80th street and contribute to other HSS specific initiatives to ensure integrated planning, execution, and change management partnership with other hospitality leaders, clinical ops and service line leadership.
Partner with AVP, Hospitality & Global Client Services and Executive Director, Clinical Hospitality Services to help redefine overall hospitality vision for the enterprise.
Identify corporate and commercial partnership opportunities for 80th Street and Kellen Tower to develop mutually beneficial relationships with endemic brands and organizations.
Collaborate with the Chief Strategy Officer on evaluating and operationalizing new sites, flagship extensions, and growth opportunities.
Define and lead the commercial hospitality strategy and standards for 80th Street and other future HSS locations, aligning brand expectations and operational goals across all front-of-house, member and partner experiences.
Drive membership growth through referrals, partnerships, and curated experiences, inclusive of developing a comprehensive commercial strategy for the next iteration of concierge services at HSS.
Collaborate with other departments within Commercial Growth & Hospitality umbrella to ensure seamless connectivity and capitalization of these populations.
Develop and deploy training, observation, and coaching programs that equip leaders and frontline teams to consistently deliver excellence, including service scripts, visual standards, escalation pathways, and service recovery behaviors.
Establish and monitor key performance indicators and leverage HSS standards on access, throughput, and operational performance, using data and feedback to drive continuous improvement and accountability.
Monitor and manage KPIs including utilization, satisfaction, retention, and growth.
Own annual planning and budgeting for 80th Street IML.
Build strong relationships with Board, senior leaders, physician partners, external collaborators, and key vendors to support and enhance flagship offerings.
Ensure compliance with all relevant regulatory, safety, privacy, and security requirements across hospitality, maintaining a safe and welcoming environment.

Requirements

Serve as GM for 80th street and contribute to other HSS specific initiatives (e.g., lobby and arrival redesign, wayfinding, concierge services, international guest pathways, athlete experience offerings) to ensure integrated planning, execution, and change management partnership with other hospitality leaders, clinical ops and service line leadership.
Partner with AVP, Hospitality & Global Client Services and Executive Director, Clinical Hospitality Services to help redefine overall hospitality vision for the enterprise.
Identify corporate and commercial partnership opportunities for 80th Street and Kellen Tower in an effort to develop mutually beneficial relationships with endemic brands and organizations.
Collaborate with the Chief Strategy Officer on evaluating and operationalizing new sites, flagship extensions, and growth opportunities.
Define and lead the commercial hospitality strategy and standards for 80th Street and other future HSS locations; aligning brand expectations and operational goals across all front-of-house, member and partner experiences.
Drive membership growth through referrals, partnerships, and curated experiences, inclusive of developing a comprehensive commercial strategy for the next iteration of concierge services at HSS.
Collaborate with other departments within Commercial Growth & Hospitality umbrella (Sports Marketing, Youth Sports Programs, Corporate & Employer Partnerships, International Relations and Regional & Community Relations) to ensure seamless connectivity and capitalization of these populations.
Develop and deploy training, observation, and coaching programs that equip leaders and frontline teams to consistently deliver excellence, including service scripts, visual standards, escalation pathways, and service recovery behaviors.
Establish and monitor key performance indicators and leverage HSS standards on access, throughput, and operational performance, using data and feedback to drive continuous improvement and accountability – monitor and manage KPIs including utilization, satisfaction, retention, and growth.
Own annual planning and budgeting for 80th Street IML.
Build strong relationships with Board, senior leaders, physician partners, external collaborators (e.g., sports organizations, international referral partners), and key vendors to support and enhance flagship offerings.
Ensure compliance with all relevant regulatory, safety, privacy, and security requirements across hospitality, maintaining a safe and welcoming environment.

Skills

Integrated planning
Execution
Change management
Partnership development
Commercial strategy
Brand alignment
Operational goal setting
Membership growth strategies
Concierge services development
Training program development
Performance monitoring
Budgeting
Relationship building
Regulatory compliance
Safety compliance
Privacy compliance
Security compliance

Location

New York City

Work Type

Regular Full time

Salary/Compensations

$150,500.00 - $229,750.00

Benefits

Eligible for additional benefits consistent with the role.

About the Company

How you move is why we’re here.
Get back to what you need and love to do.
The possibilities are endless...
HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report.
As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation.
Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment.
Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Equal Opportunity

Hospital for Special Surgery is committed to providing high quality care and skilled, compassionate, reliable service to our community in a safe and healing environment.
Hospital for Special Surgery provides care, admits, and treats patients and provides all services without regard to age, race, color, creed, ethnicity, religion, national origin, culture, language, physical or mental disability, socioeconomic status, veteran or military status, marital status, sex, sexual orientation, gender identity or expression, or any other basis prohibited by federal, state, or local law or by accreditation standards.