Primary City/State:
Phoenix, Arizona
Department Name:
Culinary & Nutrition-Hosp
Work Shift:
Varied
Job Category:
General Operations
Banner Health is seeking an experienced Associate Director of Guest Services to provide administrative leadership over Culinary Services, Volunteer Services, and Front Desk/Reception operations. This role is responsible for driving exceptional patient, visitor, and customer experiences while overseeing kitchen operations, volunteer program growth, staffing, scheduling, metrics, and day-to-day operational performance. The ideal candidate will have a strong healthcare background with proven leadership experience in hospital food service, kitchen management, culinary production, retail/café environments, or patient dining services, combined with outstanding customer service and team development skills. Success in this position requires the ability to coach and hold teams accountable, manage multiple priorities in a fast-paced environment, recruit and engage community volunteers, and leverage workforce management tools such as Kronos/MyTime to support operational excellence.
Primary Work Hours: Mon-Fri some flexibility required while serving business needs.
Banner Estrella Medical Center is a 353-bed acute care hospital providing a full range of health care services to the fast growing communities of west Phoenix. Opened in 2005, this is an innovative, fully electronic facility that features electronic medical records, computerized physician order entry, digital radiography, sophisticated ICU monitoring and much more. In fact, we've been named one of the "ten most innovative hospitals in the country" by Newsweek Magazine and are recognized by U.S. News and World Report as one of Phoenix's Best Hospitals. The hospital is also designed to provide a soothing, healing atmosphere for both patients and their family members. We encourage the use of such therapies as pet therapy, aromatherapy, spiritual care and Reiki Therapy.
POSITION SUMMARY
This position is responsible for the effective direction, management, and operation of multiple guest services departments which may include Environmental Services, Culinary, Gift Shop, Volunteer, spiritual care and concierge services. Leads in the development, analysis, preparation and implementation of strategic financial and operational plans to achieve overall system and entity strategic goals and objectives. Provides analytical support for both financial and operational goals, which includes analyzing processes and identifying opportunities for improvements in operational practices and procedures. Designs, implements and supports the adoption of new processes that are both financial and operational in nature to increase efficiency and compliance while maximizing the highest level of quality. This position is responsible for the daily management of multiple exempt and non-exempt staff. This position plans, implements and supervises business and financial aspects of multiple guest services departments. Responsible for the supervision and coordination of operations staff and/or volunteers to achieve the objectives of generating budgeted net proceeds and customer satisfaction. This role manages and coordinates volunteer program(s) for an assigned facility or campus, which includes managing, recruiting, training, scheduling, and evaluating a diverse group of volunteers in accordance with organizational vision, mission and philosophy. Promotes and supports volunteerism through community programs and partnerships.
CORE FUNCTIONS
1. Manages managers, supervisors and/or professional staff. Hires, develops and motivates employees to achieve objectives.
2. Achieves operational, financial or service objectives using breadth of knowledge of healthcare operations and management expertise. May manage budget for large and/or complex projects or programs. Participates and may lead task forces to plan, implement, and coordinate facility activities to maximize service quality, effectiveness and efficiency.
3. Accountable for the performance and results of a function or facility or process. Develops departmental plans and policies to achieve organizational priorities; 6 to 18 months future outlook. Makes decisions guided by functional business plans that impact the support and funding of services, processes, technologies, etc.
4. Conducts in-depth analysis and/or evaluation of information to determine the cause and appropriate solution. Foresees and resolves complex customer issues or problems. Manages resources to resolve conflicting objectives and priorities within own area and to ensure financial, service and operational commitments are met.
5. Oversees the supervision of Volunteer, Environmental Services, Culinary, Gift Shop and concierge services scheduling and when applicable, to ensure adequate coverage for all operations. Selects, orients, trains, schedules, and evaluates team members in applicable guest service areas. Maintains staff files, supports with annual evaluations and training/ education. May supervise support staff, providing for leadership and growth opportunities.
6. Develops and implements methods for customer feedback. Promotes cooperation and maintains effective working relationships with all other enterprises, (internal and external).
7. Participates in/on a variety of committees, teams, and/or other related groups in order to receive and/or convey information.
MINIMUM QUALIFICATIONS
Must possess a general knowledge of business and/or healthcare as normally obtained through the completion of a Bachelor's degree in Finance, Accounting, Business, Healthcare Administration or a related field.
Significant technical and moderate managerial experience, typically gained through four to seven years relevant experience. Must possess current knowledge of budgeting, negotiating, and regulatory requirements. Must possess skills in the areas of computer operation, planning, directing, communication, and statistical analysis. Proven advanced, analytical, and modeling skills are necessary. Must be able to work with minimal supervision and prioritize multiple projects. Requires excellent human relations and communication skills and the ability to effectively interact and communicate both verbally and in writing with all levels staff and outside professionals.
PREFERRED QUALIFICATIONS
Previous management experience. Any applicable healthcare or industry related certifications or credentials.
Additional related education and/or experience preferred.
