Director of Hospitality (Full Time, Day Shift)

Description

Job Summary

Manages the patient experience, striving to inspire an exceptional and memorable encounter for the patient families served. Evaluates the patient family journey and develops policies and procedures that provide a high level of service for patients and their families. Acts as liaison between patients and other health care service providers. Supports and upholds Health System Values, Patient Bill of Rights, and the Code of Business and Ethics Conduct. Serves as a resource to staff and customers, and collaborates with others to advance the Health System's Mission of putting children and families first.  

   Job Specific Duties

• Directs the operations of Patient & Guest Relations, Michael Fux Family Center, Service Excellence, and Children's Experience teams. 
• Directs department(s) staff including hiring, firing, orientation, training, and evaluation within established guidelines. 
• Develops Customer Service culture standards and training plans to embed service excellence in the hospital, outpatient locations, and employed practices. 
• Defines benchmarks and goals to quantify productivity and effectiveness of departmental efforts. 
• Monitors service excellence scores/patterns to comparatively trend and define opportunities and action plans for improvements.
• Directs operational systems and staff work product to further enhance the customer experience. Works with Process Improvement team to improve efficiencies and eliminate waste to improve process and drive experience. 
• Collaborates and supports Senior Leadership by providing guidance in the implementation of projects to increase family-centered care services hospital-wide to provide amazing patient care. 
• Manages Children's Experiences team with a vision to create positive memories for the hospitalized child, as well as, those who have outpatient or diagnostic procedures. Is creative in seeking or advocating for programs that differentiate Nicklaus Children's from the competition.  
• Manages the team that reviews all complaints on a daily, weekly, and monthly basis. Director ensures team is focused on the accuracy of documentation; coordination and follow-up on all pending complaints; and reviews issues that cross departmental lines. 
• Key stakeholder in the oversight, development, and implementation of Family Advisory Council goals that are patient/family centered.

Qualifications

Minimum Job Requirements

• Bachelor's Degree in Hospitality Management, Healthcare Administration, or related field
• Customer Service Training/Certification
• 3-5 years of management experience in Hospitality Industry or Healthcare

Knowledge, Skills, and Abilities

• Bilingual English/Spanish preferred.
• Ability to analyze information and formulate effective plans for using information.
• Ability to interpret, adapt, and react calmly under stressful conditions.
• Ability to manage budgets and provide productivity assessment reports.
• Demonstrated skill in planning, organizing, monitoring including report development, and presentation.
• Excellent oral, written, interpersonal communication, and facilitation skills.
• Reacts positively to unplanned circumstances, demands, and challenges of the concern/complaint process.
• Strong customer service skills, training and advocacy for customers.
• Strong understanding of measurement methodologies and the drivers of loyalty and patient satisfaction.
  

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