Associate Director of Guest Services

Banner Health • Glendale, AZ

1d • Onsite

About The Position

At Banner Health, we set leaders up to succeed. We ensure leaders have the staff and resources their vision requires. Join a nationally recognized leader that values excellence and begin making a difference in people’s lives. This role offers an exciting opportunity to lead some of the most impactful, people‑focused areas of our organization—including Volunteers, the Gift Shop, Spiritual Care, and our Guest Services Liaisons. As the champion of these key departments, you’ll shape meaningful experiences for both our internal teams and the community we serve. Guest Services plays a unique and powerful role in creating positive, memorable interactions, and in this position, you’ll have the ability to elevate that experience every single day. Schedule: Full Time, Monday through Friday 7:30AM to 4PM Banner Health’s premier West Valley Level I Trauma for adults and Tertiary Care destination for all ages. Banner Thunderbird Medical Center (BTMC) and Banner Children’s Hospital at Thunderbird provide a preferred destination for surgical, oncological, cardiovascular, neuroscience, orthopedic, pediatric, and women and infant services achieved through best-in-class 5-star CMS rating to provide patients with high quality, safe care for the best possible experience. Our campus is one of the largest campuses in the Banner network with over 3000 employees. BTMC was voted Best of the Best in 2023 by Banner Health out of 30 hospitals. This is the most prestigious award one of our largest hospitals can receive for consistently meeting our annual targets. If you would like to contribute to truly leading edge caring, we invite you to bring your experience and skills to Banner Thunderbird. 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.

Requirements

• 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.

Nice To Haves

• Previous management experience.
• Any applicable healthcare or industry related certifications or credentials.
• Additional related education and/or experience preferred.

Responsibilities

• Manages managers, supervisors and/or professional staff. Hires, develops and motivates employees to achieve objectives.
• 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.
• 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.
• 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.
• 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.
• Develops and implements methods for customer feedback. Promotes cooperation and maintains effective working relationships with all other enterprises, (internal and external).
• Participates in/on a variety of committees, teams, and/or other related groups in order to receive and/or convey information.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager