Supv, Guest Services

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Position Details

Department: PCH-NW | Guest Services
Category: Lobby Services
Location: Glendale
Employee Type: Regular
Posting #: 825016
Posted On: 4/25/2024

Position Summary

The Guest Services Supervisor supervises front desk staff for all surgery locations, the conference center, and all hospital entrances including 24/7 staffing in the emergency department. This position is responsible for effectively planning, organizing, training, mentoring, and supporting staff to ensure consistent, exceptional service for patients, families, and staff.

Position Duties

  1. Staffing, Training & Leadership
    • Responsible for hiring and staffing all locations, creating, and implementing training plans for new staff and maintaining performance standards.
    • Effectively manages daily staff scheduling, performance feedback, discipline, training, and coaching.
    • Creates and organizes team building opportunities, leads staff meetings and supports hospital initiatives within the team.
    • Works to ensure visible leadership and support for staff across various shifts.
    • Works alongside the team during peak volume and staffing shortages.
    • Participates in “leader on-call” rotation supporting all enterprise locations that include emergency care.
  2. Workflow Optimization
    • Maintains efficiency in the department by continually assessing services, systems, tools.
    • Utilizes the Visitor Badge Dashboard to analyze volumes and update staffing as needed.
    • Audits badging data to identify opportunities to coach staff or updates processes.
    • Assists in identifying and implementing new solutions to maintain and improve workflow.
    • Interfaces with appropriate hospital staff for technical support and innovation.
  3. Patient & Family Experience
    • Coordinates daily activities to measure, hardwire and reward service standard expectations.
    • Identifies and trains patient experience champions to support ongoing efforts with staff.
    • Partners with key leaders and teams to continuously improve family experiences during arrivals.
    • Serves as initial contact for department related issues; remains accessible and responds to urgent issues.
  4. Performs miscellaneous job related duties as requested.

Phoenix Children's Mission, Vision, & Values

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

  • Offering the most comprehensive care across ages, communities and specialties
  • Investing in innovative research, including emerging treatments, tools and technologies
  • Advancing education and training to shape the next generation of clinical leaders
  • Advocating for the health and well-being of children and families
Values
  • We place children and families at the center of all we do
  • We deliver exceptional care, every day and in every way
  • We collaborate with colleagues, partners and communities to amplify our impact
  • We set the standards of pediatric healthcare today, and innovate for the future
  • We are accountable for making the highest quality care accessible and affordable

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Position Qualifications

Please review the following qualifications and specify whether you meet each of the requirements listed.
Education
 Do you meet this requirement?
1. Bachelors degree in Business, Hospitality or related field OR Associates degree with prior work experience in a supervisor role.
Required
Experience
 Do you meet this requirement?
1. Three (3) years of customer service experience in a high traffic environment
Required
2. Two (2) years of experience supporting staffing and scheduling
Required
3. Two (2) years of experience in a formal lead or supervisory role
Required
Special Skills
 Do you meet this requirement?
1. Effective interpersonal skills, oral/written communication, organization/time management, critical thinking skills, leadership and emotional intelligence, and a positive professional attitude
Required
2. Microsoft Office Suite skills
Required
3. Bilingual in Spanish
Preferred
Physical Requirements & Occupational Exposure/Risk Potential
1. Physical Requirement - Climbing - Occasionally
2. Physical Requirement - Feeling (sensing textures and temperatures) - Constantly
3. Physical Requirement - Fine Motor Skills (pinching, gripping, etc) - Frequently
4. Physical Requirement - Hearing - Constantly
5. Physical Requirement - Pushing/pulling - Occasionally
6. Physical Requirement - Reaching - Occasionally
7. Physical Requirement - Sitting - Frequently
8. Physical Requirement - Standing - Frequently
9. Physical Requirement - Stooping/crouching/kneeling/crawling - Occasionally
10. Physical Requirement - Talking - Constantly
11. Physical Requirement - Walking - Frequently
12. Physical Requirement - Near Vision - Constantly
13. Physical Requirement - Far Vision - Constantly
14. Physical Requirement - Color Discrimination - Constantly
15. Physical Requirement - Use of keyboard, mouse and/or computer equipment - Constantly
16. Physical Requirement - Lift up to 35 pounds without assistance - Occasionally
I have reviewed the qualifications, physical requirements and occupational exposure/risk potential for this position and wish to apply