Summary

Under the general supervision of the Hospitality Manager and in alignment with the system-wide Volunteer Services Manager, the Supervisor is responsible for the daily operational oversight of Hospitality & Volunteer Services within assigned areas. This role supervises Hospitality staff and volunteers, supports implementation of program activities, and ensures consistent service delivery across hospitality and volunteer functions.

The Supervisor serves as the primary on-site resource and point of contact for volunteers, patients, families, and staff related to day-to-day hospitality and volunteer operations. The role maintains a functional reporting relationship with the Volunteer Services Manager to ensure adherence to system volunteer standards and alignment with established program direction.

Education

Two years of formal training or education beyond the high school level (e.g Associates Degree).

Certification, Registration & Licensure

None

Experience

Minimum of 1–2 years of experience in supervisory or lead roles in a service-oriented environment, with demonstrated experience supporting staff and/or volunteer coordination in daily operations. Experience coordinating volunteer activities, including recruitment support, onboarding, scheduling, and engagement, is required. Strong interpersonal and communication skills are required, with the ability to serve as a primary point of contact for volunteers, patients, families, and staff, and to deliver high-quality customer service in a dynamic environment. Healthcare experience, familiarity with medical terminology, and experience with database or program tracking systems are preferred.

Responsibilities

• Supervises daily Hospitality Services operations within assigned areas to ensure core functions are completed in accordance with established guidelines, including oversight of recordkeeping and coordination of staff assignments in partnership with the Hospitality Manager.

• Provides front-line support to patients, visitors, vendors, and staff in person, by phone, or email, including coverage in the absence of Hospitality Associates to ensure continuity of service.

• Coordinates day-to-day volunteer operations, including scheduling support, onboarding, placement, and recordkeeping, to ensure effective volunteer engagement and operational coverage.

• Monitors operational indicators related to volunteer participation, service coverage, and patient experience, and escalates issues or gaps to Hospitality Manager or Volunteer Services leadership as appropriate.

• Supports implementation of volunteer engagement and recognition activities, including coordination of events and appreciation efforts, in alignment with established program plans.

• Identifies and communicates opportunities to improve customer service and workflow efficiency, supporting implementation of improvement initiatives in collaboration with the Hospitality Manager and other departments.

• Ensures consistent execution of system Hospitality and Volunteer Services standards within assigned areas and provides operational cross-coverage support as needed.

Concord Hospital is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, sexual orientation, gender, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.

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If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, you may contact Human Resources at 603-230-7269.

Physical and Work Requirements

The physical demands and characteristics of the work environment described here are representative of those that will be encountered by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Dictionary of Occupational Titles Material Handling Classification is MEDIUM. The employee must regularly push/pull up to 10 pounds, frequently push/pull up to 10 – 25 pounds, and occasionally push/pull up to 20 - 50 pounds.

While performing the duties of this Job, the employee is regularly required to sit, hear and speak. The employee is frequently required to do fine motor, do repetitive motion, and reach. The employee is occasionally required to walk, stand, kneel, squat, and smell.

Specific vision abilities required by this job include depth perception, far vision, near vision, and peripheral vision.

The employee is occasionally exposed to airborne pathogens, bloodborne pathogens, bodily fluids, moving mechanical parts, and variable weather conditions.

The noise level in the work environment is usually moderate.