Job Number:

J0826-0614

Union:

NON-UNION

Salary:

$63.36 - $72.19/Hour

Job Title:

Manager, Support Services

Job Status:

Full Time

Department:

HOSPITALITY SERVICES

Site:

Multi-site

Home Site:

Belleville General Hospital

Secondary Site:

Trenton Memorial Hospital, Prince Edward County Memorial Hospital

Job Category:

Management & Supervisory Careers

Number of Positions:

1

Hours:

37.5 hours per week, Monday to Friday, 7.5-hour shifts. Flexibility may be required.

Position Summary

Reporting to the Director of Support Services, the Manager, Hospitality and Facilities Services, is responsible for the leadership, planning and day-to-day management of Hospitality and Facilities Services across Quinte Health. The portfolio includes environmental cleaning and disinfection, general housekeeping, waste management, laundry and linen services, and patient transport services across Quinte Health sites, as required.
The Manager provides leadership, direction and support to Hospitality and Facilities Services Supervisors and staff to ensure the delivery of safe, high-quality, efficient and patient-focused services. Working through the Shift Supervisors, the Manager supports effective day-to-day operations while maintaining overall accountability for staff management, employee and labour relations, departmental performance and service delivery.
Working collaboratively with clinical programs, support services and organizational partners, the Manager fosters strong working relationships, supports continuous quality improvement and identifies opportunities to enhance service delivery, operational efficiency and the patient experience. The Manager models and promotes Quinte Health's organizational values and supports departmental goals that align with the organization's strategic directions.

Required
• Post-secondary education in a related field or an equivalent combination of education and relevant experience.
• A minimum of three (3) years of progressive leadership/management experience in hospitality, environmental or support services, preferably within a healthcare environment.
• Demonstrated experience leading and supporting diverse teams in a complex, unionized environment.
• Demonstrated knowledge and experience in human resources and labour relations, including recruitment, performance management, attendance management, staff development and the interpretation and application of collective agreements.
• Demonstrated knowledge of healthcare environmental cleaning and disinfection, infection prevention and control, occupational health and safety, quality and risk management practices.
• Demonstrated experience in budget management, financial planning, resource utilization and cost control.
• Demonstrated leadership, change management and project management skills, with experience leading continuous improvement and operational initiatives.
• Strong organizational, critical thinking, conflict resolution, decision-making and problem-solving skills.
• Excellent verbal and written communication, interpersonal and customer service skills, with the ability to develop effective working relationships with staff, leaders, clinical teams and other internal and external stakeholders.
• Demonstrated ability to manage multiple priorities and competing demands in a fast-paced, multi-site healthcare environment.
• Proficiency with Microsoft Office and demonstrated ability to learn and effectively utilize relevant healthcare and departmental information systems.
• Valid Ontario driver's licence and access to a reliable vehicle, with the ability to travel between Quinte Health sites as required.

Duties
• Plans, organizes and manages the day-to-day operations of Hospitality and Facilities Services, including environmental cleaning and disinfection, general housekeeping, waste management, laundry and linen services, and patient transport services.
• Provides leadership, direction, coaching and support to Hospitality and Facilities Services Shift Supervisors and staff to achieve departmental and organizational goals.
• Provides overall management and oversight of Hospitality and Facilities Services staff, with Shift Supervisors providing day-to-day operational direction, workflow coordination and support to front-line staff.
• Plans and manages staffing, schedules, workflows and the utilization of equipment, supplies and other resources to support safe, efficient and reliable service delivery.
• Maintains accountability for the recruitment, selection, orientation, performance management and development of staff within the portfolio.
• Provides guidance and support to Shift Supervisors in addressing routine staff matters and assumes responsibility for matters requiring management-level intervention or escalation, including complex performance, disciplinary and labour relations issues.
• Works collaboratively with Human Resources and union partners to support effective employee and labour relations and the consistent interpretation and application of collective agreements, organizational policies and practices.
• Implements and supports Quinte Health's attendance management program to support employees and maintain reliable service delivery.
• Develops and manages assigned departmental operating and capital budgets, monitors financial performance and resource utilization, addresses variances and identifies opportunities for efficiencies and cost control.
• Develops, implements, evaluates and maintains departmental policies, procedures, standards, training programs and operational processes.
• Ensures Hospitality and Facilities Services are delivered in accordance with applicable legislation, infection prevention and control standards and practices, occupational health and safety requirements, and organizational policies and standards.
• Develops and maintains quality monitoring processes and performance measures to evaluate departmental performance, identify trends and support continuous quality improvement.
• Identifies and implements opportunities to enhance service quality, operational efficiency, cost effectiveness and the patient experience.
• Identifies, manages and escalates patient, staff and organizational safety risks and supports appropriate corrective actions.
• Fosters a collaborative, respectful and patient-focused environment that promotes teamwork, service excellence and effective communication.
• Builds and maintains effective working relationships with clinical programs, support departments, Infection Prevention and Control, Occupational Health and Safety and other organizational partners.
• Responds to concerns and issues related to Hospitality and Facilities Services and works collaboratively with patients, staff, leaders and other stakeholders to support timely resolution.
• Conducts regular meetings with departmental leadership and staff to support effective communication, information sharing and achievement of departmental objectives.
• Liaises with healthcare organizations, industry partners and other external stakeholders to benchmark performance, identify leading practices and explore emerging technologies and service innovations.
• Leads and supports departmental projects, change initiatives and continuous improvement activities.
• Anticipates and plans for future departmental service, staffing, equipment and resource requirements.
• Participates on organizational committees and working groups as required.
• Performs other related duties as assigned.

Physical Demands Analysis

Strength
• Required Frequently - lifting/lowering and carrying various levels average weight 5-10 pounds and maximum 25 pounds
• Required Occasionally - pushing/pulling average 16-22 pounds and maximum 22 pounds
Mobility
• Required Constant - standing on hard surfaces, balancing, elbow and wrist movements
• Required Occasionally - walking, lower back and shoulder movements
• Required Rarely - bending/stooping, climbing,
Dexterity
• Required Frequently - gripping, pinching, fine finger movements
• Required Rarely - foot action

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