Senior Site Manager

HEALTHCARE HOSPITALITY GROUP LLC•Montclair, NJ

6d•$52,000 - $55,000•Onsite

About The Position

Reporting directly to our Director of Operations, the Senior Site Manager will guide our teams on delivering "white glove" hospitality and valet services to patients/guests/hospital staff at the facility. Your teams' primary responsibility is to deliver exceptional valet services with empathy and compassion; being the embodiment of customer service, your teams will be “the face of our company” when inside and outside of the facility. While providing exceptional service with daily tasks, you and your team will cultivate and nurtures a long-lasting partnership with our client and their people. As the Senior Site Manager, you and your team of direct reports will ensure operational excellence and superior patient/guest experience within your location: Welcoming patients and guests, parking/retrieving their vehicles, and assisting with loading/unloading of their vehicles, you and your team will be the embodiment of customer service! Being the first and last impression for patients and guests during their hospital visit, your team continuously and consistently elevates the patient experience.

Requirements

Eligible to work for any U.S. Employer
A High School Diploma or equivalent is required
Over the age of 18 years old
Minimum of two years of supervisory or management experience required
A clean driving record for the past 5-years, a valid in-state active driver's license (Permits/temp. license not valid.)
Speak, read, and write Standard English
Communicate clearly/effectively and history of motivating/leading a diverse team
Ability to give in-the-moment constructive feedback on employee performance, conduct 1:1’s, and consistently develop a high performing team that operates with integrity, compassion, and empathy.
Understands how to create reports and use data as a tool for developing an exceptional patient experience.
Established analytical, problem-solving, and decision-making skills.
Must know how to prioritize multiple tasks in a fast-paced environment
Physically able to work in a standing position for hours at a time in an outdoor environment
Physically able to move with urgency and speed, and able to lift upwards of 50 lbs.

Nice To Haves

Physical involvement will include walking, standing, pushing, and pulling of various luggage/belongings in and out of a patient’s vehicle, all while delivering outstanding customer service
This role will require continuous physical engagement in an outdoor environment that at times may include being exposed to harsh elements including severe cold weather, rain, sleet, snow, and other inclement weather
Other duties as assigned.

Responsibilities

Oversee operations across the designated locations, as well as any future sites added within the New Jersey region.
Lead the successful launch and implementation of all new locations.
Operate a laptop/tablet daily to manage communication, run reports, complete trainings, and check-in vehicles.
Create and manage the schedule of all direct reports.
Attract, hire, and retain a diverse team of top talent.
Provide daily training, coaching, and development of the team.
Effectively build relationships with hospital staff, patients, guests, and team.
Collaborate with diverse populations of team members and hospital administration to earn trust and influence to achieve results.
Adequately learn and operate apps/technology on a tablet needed for the daily tasks of this role.
Use weekly customer service metric reporting to deliver a white-glove customer service experience.
Motivate and empower a team to provide world-class hospitality/valet services.
Demonstrate leadership skills and maintain a high bar for what customer service looks like for your team.
Report and document all incidents, accidents, or claims with the corporate team.
Maintain proper staffing levels to ensure superior customer service and operating standards are met.
Maintain updated site policy and procedure manuals.
Monitor daily usage and procurement of materials to maintain departmental supplies, control expenses and identify any budget reduction possibilities.
Lead efforts to improve the experience through analysis of data and creating action plans to improve the experience: Internal marketing (i.e. patient experience surveys).
Manage the daily activities and all administrative duties in a cost-effective, operationally efficient, and innovative manner including staffing, schedule, timecards, and area assignments.
Conduct daily, quarterly, and yearly evaluations according to Onsight Healthcare’s policies, acknowledging achievements and recommending areas for improvement and/or development.
Communicate and interpret analysis of metrics, surveys, written and verbal compliments and complaints, and quantitative/qualitative data from multiple sources.
Present data and status reports on initiatives to Onsight Leadership, Senior Hospital Administration.
Recommend and continually assess programs for potential improvements; consider and incorporate the needs of culturally diverse populations.
Ensure Onsight Healthcare’s daily operations comply with federal, state, and local standards, guidelines, and regulations.