Supervisor Guest Services

Primary City/State:

Phoenix Arizona

Department Name:

Patient Concierge Svcs-Hosp

Work Shift:

Day

Job Category:

Clinical Support

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 plans implements and supervises business and financial aspects of multiple guest services departments including gift shop volunteer and concierge services. 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.

CORE FUNCTIONS

1. Plans develops and implements courses of action to achieve the goals of gift shop volunteer and concierge services in designated facilities including the supervision and coordination of operating business and financial functions for all enterprise outlets. Maintains and ensures compliance with established operating policies and procedures.

2. Hires trains conducts performance evaluations and directs the workflow for the guest services liaisons gift shop and volunteer staff. This position is also accountable for participating in the development and implementation of organizational goals and objectives. Ensures all goals and objectives are met timely and effectively.

3. Develops and recommends budgets following budgeting procedures which includes (but not limited to) establishing budgetary policies and controls for merchandise purchasing inventory levels and staffing. Conducts and maintains the inventory control system for multiple units.

4. Oversees the supervision of volunteer scheduling when applicable to ensure adequate coverage for all operations. Selects orients trains schedules and evaluates volunteers in applicable Volunteer Services areas. Maintains volunteer staff files as required including service hours annual evaluations and in-service training and education. May supervise part-time support staff providing for leadership and growth opportunities.

5. Manages prepares and maintains appropriate and accurate statistical data staff/volunteer files and program information. Oversees and assures the documentation and maintenance of appropriate statistics accurate staff/volunteer file maintenance and compliance with all regulatory and/or accreditation requirements.

6. Develops and implements methods for customer feedback. Promotes cooperation and maintains effective working relationships with all other enterprises.

7. Responsible for the orientation and training of employed and volunteer (if applicable) staff. Conducts ongoing in-services on shop operations/policies/customer relations. Develops and shares innovative marketing techniques/procedures.

8. Oversees all aspects of retail operations for multiple enterprise units in designated facilities. Internal customers may include Auxiliary Board Department Directors Administrators and other health care team members for the purpose of integrating services and ensuring effective communication systems. External customers may include local community public agencies colleagues and peers.

MINIMUM QUALIFICATIONS

High school diploma/GED or equivalent working knowledge.

Minimum of five years experience in retail sales and merchandising including three years supervisory experience. Requires knowledge of retail management inventory control merchandise intake and distribution financial comparative analysis database management sales merchandising budget preparation and monitoring and bookkeeping.

Ability to establish and maintain effective working relationships with volunteers staff and customers. Must understand and support the role of the gift shop and thrift shop in the hospital setting as well as the shops role as an operated enterprise.

PREFERRED QUALIFICATIONS

Prior experience working with volunteers in an oversight capacity.

Additional related education and/or experience preferred.

EEO Statement:

EEO/Disabled/Veterans

Our organization supports a drug-free work environment.

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