Gerente de Hospitalidad

About the Company
One World Surgery (OWS) is a global nonprofit organization with the vision of a world committed to safe, timely and accessible surgical and primary care. One World Surgery’s three cornerstone programs include operating global medical centers, leading medical missions, and supporting local medical communities through education and training. OWS funds and operates the world-class Holy Family Surgery Center in Honduras and the Saint Mother Teresa Medical Center in the Dominican Republic. Our mission is equally focused on providing access to medical care and igniting the spirit of service. We are dedicated to helping thousands of underserved patients receive surgical and primary care and helping hundreds of physicians, nurses, and others contribute to making a positive impact on global health.
At One World Surgery, our teammates are passionate about our mission; the work we do and the people we serve energize us. Our values guide how we perform and shape our organizational culture. We embrace a growth mindset, constantly learning and sharing knowledge (Education). We are committed to achieving ever-higher standards and impactful results (Excellence). We promote accountability and reliability, both personally and collectively (Responsibility). We seek opportunities to serve others (Spirit of Service) and treat others and ourselves with dignity, respect, and grace (Compassion). We foster a sense of community with our volunteers, partners, donors, and patients, valuing different perspectives and cultures (Community).
About the RoleKey Responsibilities Management (40%) Leads the Hospitality team to ensure all key functions are executed effectively and aligned with the global programs strategies. Serve as a key, front-facing representative of the visitor center and One World Surgery. Responsible for leading and supporting the team in identification and execution of annual priorities related to Hospitality and Medical Missions, with shared responsibility for ensuring achievement of Key Performance Indicators related to Hospitality and the Volunteer experience (e.g. NPS scores).
Schedule
The employee may be scheduled for different shifts throughout the week, including, but not limited to, the following schedules:Monday to Friday: 7:30 a.m. to 4:00 p.m.Saturday: 8:00 a.m. to 12:00 p.m.Afternoon/Evening Shift: 2:00 p.m. to 10:00 p.m.Sunday: 9:00 a.m. to 2:00 p.m.Other shifts: Other schedules may be assigned as operationally required, provided that they comply with the applicable working-hour limits and rest periods established by Honduran labor law.
The employee will be assigned one and a half (1.5) days of weekly rest, which may be scheduled on different days of the week on a rotating basis, according to the institution's operational needs. The specific working schedule and days of rest will be communicated to the employee monthly.

Responsibilities
Management (40%)Leads the Hospitality team to ensure all key functions are executed effectively and aligned with the global programs strategiesServe as a key, front-facing representative of the visitor center and One World SurgeryResponsible for leading and supporting the team in identification and execution of annual priorities related to Hospitality and Medical MissionsShared responsibility for ensuring achievement of Key Performance Indicators related to Hospitality and the Volunteer experience (e.g. NPS scores)Recruit, train, schedule, and supervise a hospitality team of approximately 13 staff (full-and part-time) to ensure 24-hour facility coverage when visitors are presentOversee menu planning, meal preparation, visitor center preparation, and cleanup for mission trips and other eventsCross-train in all hospitality team roles and provide coverage, as neededFacilitate communication and teambuilding by leading regular team meetingsPromote teammate growth through coaching, feedback, performance evaluations, and professional development opportunitiesDevelop and lead initiatives to continuously improve Moscati Center operations and the visitor experience
Hospitality (35%)Collaborate with hospitality team to create a warm and welcoming environment in the Visitor Center, ensuring a positive and impactful experience for all visitorsEngage with visitors throughout their stay to enhance their experience and deepen their relationship to OWSRespond to additional reasonable requests from visitors and enforce visitor center rulesEnsure the safety of visitors and volunteers at all times. Proactively gather information from key sources (e.g. NPH security, local authorities, etc.) as needed during times of heightened safety concerns or adverse events (weather, political, etc.).Manage any incidents involving volunteers, following established safety procedures and exercising excellent judgementManage the system for documenting all Volunteer safety incidents and responsible for ensuring all incidents are documented appropriatelyMonitor any changes to entry requirements into Honduras (e.g. measles vaccinations) to ensure leadership is informed and Volunteers are aware and meet entry requirementsOversee event coordination services for meetings and events (catering, room set-up and break down, equipment set-up)Support the development and implementation of policies, procedures, and operational manuals related to hospitality, volunteer services, and facility operations.
Budgeting (15%)Developmentent of and manage the visitor center's annual budgetMaintain accurate accounting records of all visitor center expenses and follow established procedures for quotes, check requests, and liquidationRegularly evaluate procedures to reduce costs and optimize use of resourcesManage petty cash, ensuring accurate tracking, documentation, and compliance with organizational policies.Process and submit per diem (travel allowance) requests in accordance with established procedures.Coordinate and submit transportation payment requests, including regular and additional transportation for volunteers, as needed.
Facilities and Inventory Management (10%)Coordinate Moscati Center repairs and routine maintenance with OWS staff and outside vendors, including pest control, landscaping, equipment repairs, and facility deep cleanings
Qualifications
University degree in relevant field (hospitality/tourism, English or foreign languages, international relations) preferredDriver’s license and personal vehicle preferred
Required Skills
At least 2 years of personnel management experienceBudget management experienceFluency in English and Spanish (oral and written)Flexibility in working hours: when visitors are present, the position requires occasional evening and weekend hours, including sleeping at the visitor center in private room.Passionate about the mission of One World SurgeryProficiency with email, Microsoft programs, and various online databases and platformsOutstanding communication and organizational skillsStrong public speaking skillsFriendly, welcoming, charismatic personality with the ability to develop rapport quickly with a wide variety of personalitiesAbility to manage stressful situations well, be flexible, and creatively solve problemsAbility to work collaboratively in