Director Guest Services

Banner Health • Phoenix, AZ

3d • Onsite

About The Position

Help change health care; help change the world. Make real change in health care with the freedom to innovate and highly trained staff to execute your vision. Apply today to join the Banner Health leadership team. Imagine leading a comprehensive guest services operation that encompasses culinary excellence, spiritual care, and concierge services—all under one unified vision. You'll oversee departments that touch the most personal aspects of patient care, from nourishing meals that aid in healing to spiritual support during challenging times and concierge services that ease the stress of navigating healthcare. This is where hospitality meets healthcare in its truest form, and where your leadership can create ripple effects of comfort and care throughout the entire patient experience. You'll have the unique opportunity to shape how patients and families feel cared for across multiple dimensions of their journey with us. As Director, Guest Services, you'll lead approximately 223 employees across culinary, spiritual care, and concierge departments, bringing your creativity and passion to enhance every touchpoint. Your typical 8:00 to 5:00 onsite schedule allows you to round through each area, build partnerships, and conduct regular team meetings that keep everyone aligned and inspired—with only occasional evening or weekend rounding needed to connect with night and weekend shift team members. Weekends and holidays are not typically required unless an urgent situation arises, giving you the work-life balance you deserve. This Director, Guest Services position is ideal for someone with hospitality experience, patient experience background, or direct culinary work who brings proven people leadership skills and a genuine desire to elevate both food quality and patient experience. You'll have the autonomy to innovate, the resources to implement meaningful changes, and the satisfaction of seeing your impact reflected in patient satisfaction scores and team member engagement. If you're ready to lead with heart and make healthcare feel more human, this is your opportunity. Your pay and benefits are important components of your journey at Banner Health. This opportunity includes the option to participate in a variety of health, financial, and security benefits. In addition, this position may be eligible for our Management Incentive Program as part of your Total Rewards package. University Medical Center Phoenix is a nationally recognized academic medical center. The world-class hospital is focused on coordinated clinical care, expanded research activities and nurturing future generations of highly trained medical professionals. Our commitment to nursing excellence has enabled us to achieve Magnet™ recognition by the American Nurses Credentialing Center. The Phoenix campus, long known for excellent patient care, has over 730 licensed beds, several unique specialty units and is the new home for medical discoveries, thanks to our collaboration with the University of Arizona College of Medicine - Phoenix. Additionally, the campus responsibilities include fully integrated multi-specialty and sub-specialty clinics. POSITION SUMMARY This position provides direction, planning and supervision of multiple service lines and departments that may include, but are not limited to food and clinical nutrition services, environmental services, volunteer services, retail food/beverage and Gift Shop units, catering services, linen, and transport services for the facility(s). Ensures the provision of efficient, high quality meal service, nutritional patient care, and environmental services to maintain a clean and safe medical center environment. This position may also develop, direct and supervise workforce that support culinary, volunteer and environmental services. Ensures the proper guidelines and protocols governing the use of chemicals and the disposal of waste products are enforced. Provides a key role in negotiation of supply, equipment and linen contracts as necessary. This position is also responsible for directing and administering the Volunteer Services Department at assigned facility/facilities in accordance with the organizational mission and philosophy, including adult, teen and community volunteers. This position also promotes and supports community partnerships and opportunities. Additionally, this position is responsible for developing, managing, and monitoring departmental operating budget(s). The position provides strategic direction to ensure the department goals are consistent with organizational objectives.

Requirements

• Bachelor’s degree required in applicable field of study, or equivalent experience and training.
• Technical and moderate managerial experience, typically gained through four to seven years of relevant experience.
• Must be able to demonstrate effective leadership, organization, communication, and human relation skills to interact successfully with all levels of staff and outside contacts/vendors, including administration, physicians, vendors and regulatory agencies.
• Knowledge of personnel management, recruitment/retention and customer relations functions, as well as a practical operating knowledge of the areas of planning, developing, training, budgeting and organizing programs.
• Must have excellent oral, written and interpersonal communication skills to effectively interact and provide assistance to a diverse group of individuals.

Nice To Haves

• Recommended five or more years of broad experience in the management of both retail and patient food service, production and procurement, volunteer services and experience in managing clinical nutrition services.
• Ability to demonstrate a comprehensive working knowledge of environmental services functions, including chemicals, tools, and equipment used for carpet and hard floor care.
• Working knowledge of personal software packages.
• Demonstrate the ability to organize, prioritize and multi-task workload in a fast paced environment.
• Proficient use of written language in composing a variety of presentations, policies, procedures, and other applicable communication pieces.
• Skilled in maintaining composure and professional demeanor in difficult and stressful situations.
• Depending on assignment, knowledge of retail management principles and practices.
• Additional related education and/or experience preferred.

Responsibilities

• Provides required leadership, planning, and direction to create and deliver high quality products and services. May oversee menu planning and recipe development, food production, procurement and storage of food and nutritional supplies and equipment, patient food services, and patient dietary counseling. Establishes goals and strategies for the department(s) as applicable. This position may also be responsible for directing the day-to-day activities and operations of the volunteer program, gift shop operations, and/or other specialized programmatic area for assigned facility/facilities, including all employees and volunteers that work within the scope of the program. Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.
• Plans and directs the implementation of information systems for the department. May work with organization and vendor resources to implement and manage systems for patient menus and ordering, the management of food production and forecasting, retail sales accounting and tracking, and patient dietary services. Directs, manages, and administers all aspects of programs, operations, and/or other specialized programmatic areas at assigned facility/facilities. Manages quality, safety and compliance for facility support services. Creates and administers measures and benchmarks for all required outcomes in product and service quality, regulatory compliance, customer satisfaction, safe work practices and employee engagement and satisfaction. As applicable, assures that all reporting staff maintain required food handling and professional certification.
• Directs personnel actions including recruiting, new hire actions, interviewing and selection of new staff, salary determinations, training, and performance management. Supports staff training and development to motivate staff to provide highest level of service and to remain current on industry trends. Establishes and communicates team goals and provides feedback and recommendations for improvement. Selects, orients, trains, schedules and evaluates employees and/or volunteers to staff assigned service areas. Provides leadership and growth opportunities for staff. Manages and oversees the maintenance of staff and volunteer files, including annual evaluations, safety education, and/or other regulatory requirements. Under the general supervision of facility senior leadership and as assigned, this position is responsible for all aspects of patient food services and patient dietary care services; environmental services, volunteer services/operations and other support services, on a 24-hour basis. The position plans and provides systems to support customer needs and evaluate service levels. Interfaces with department directors to create new volunteer opportunities and innovative programs to support respective areas of service and the organizations strategic plan.
• Manages the department’s financial performance. As applicable, forecasts and manages retail, food, and catering revenues. Develops and manages operational and capital budgets. Manages operating expenses and other key indicators within agreed upon parameters. Reconciles monthly operating expense budget variances. Assures the department is effectively and efficiently controlling budgeted manpower, materials, equipment, money and time. Ensures compliance with regulatory requirements. Promotes effective policies and procedures. Reports performance monitoring for expected time periods. Manages fundraising activities in applicable area(s), which may involve collaboration with the organizations internal Foundation. May oversee the management negotiating pricing contracts with external vendors to ensure maximization of profits and/or minimization of operational expenses.

Benefits

• Your pay and benefits are important components of your journey at Banner Health. This opportunity includes the option to participate in a variety of health, financial, and security benefits. In addition, this position may be eligible for our Management Incentive Program as part of your Total Rewards package.

What This Job Offers

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