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MANAGER, GUEST SERVICESJob Code: 411014FLSA Status: ExemptMgt. Approval: S. ArnesonDate: January 2024Department: Guest ServicesHR Approval: S. WhitlockDate: January 2024JOB SUMMARYThe Manager, Guest Services is responsible for the operations and staff of Guest Services across UW Health hospital and clinic locations. The Manager will provide direct leadership to the Guest Services Supervisors and Guest Services team members.Major responsibilities include hiring, supervising, coaching, and developing employees, budgeting for the department across multiple cost centers, partnering with leadership throughout the organization to improve patient and guest experiences, and oversight of wayfinding and concierge services across complex and diverse hospitals and clinics. The Guest Services Manager is responsible for orienting and training team to UW Health and Guest Services policies, procedures, and customer service standards to ensure excellent service to all patients and visitors. MAJOR RESPONSIBILITIESPlans, directs, and assigns daily activities of Guest Services team and volunteers across hospitals and clinics.Develops, recommends, and implements policies, procedures, and standards for the Guest Services programs, waiting areas, and information desks. Monitors adherence to established policies, procedures, and standards to ensure excellent service to all customers, internal and external. Ensures staffing levels are appropriate. Implements alternative staffing patterns as needs arise, considering department budgetary constraints and performance requirements. Provides direct leadership to the Guest Services Supervisors. The Guest Services Supervisor will be responsible for deploying Guest Services team members across core areas.Supports operations to hire, onboard, schedule, and rotate staff appropriately to provide adequate staffing levels and customer support. Provide leadership of all philanthropic patient housing programs. Makes recommendations regarding customer service programs and further program development. Responds to patient and guest complaints.Maintains positive working relationships with Friends of UW Health and other volunteers; works closely with Volunteer Services to organize volunteer support for Guest Service programs.Ensures recognition of volunteer contributions. Onboards, trains, and engages Guest Services volunteers.Visible in all areas of Guest Service across UW Health hospitals and interact with patients and visitors when possible.Oversees the issuance of parking validations and passes for patients and visitors.Liaison with UW Transportation Services and represent the interests of UW Health patients, visitors, and UW Heath.Manage Valet operations.Oversees the enforcement of parking lots and ramps. Ensures patient, family, and guest experience service-related needs are met by proactively rounding, soliciting input, considering recommendations, and addressing issues and concerns at hospitals and clinics.Partners with the UW Health Marketing Department on patient, family, and guest experience marketing strategies.Serves as an advisor and partner with leadership to champion, implement, evaluate, and measure patient/family and customer experience efforts and improvement work. Supports other clinical departments with guest services, parking, and wayfinding needs. Prepares department budget reports.Assists in annual budget development; monitors operational and non-operational department spending compared to annual budget, analysis of previous spending, and with consideration of division-level and enterprise-level initiatives.Supports community outreach efforts, meetings, and events scheduled at hospital locations.Supports Patient and Family Experience initiatives across the enterprise. ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS.JOB REQUIREMENTSEducationMinimumBachelor’s degree in Hospitality and Tourism Management, Marketing, Patient Experience, or related field. An equivalent combination of education and/or experience may be considered in lieu of a Bachelor’s degree. PreferredWork ExperienceMinimum Three (3) years of progressively responsible experience working in the hospitality or healthcare industrySupervisory experience PreferredThree (3) years of supervisory experience Previous experience performing hospitality program development Licenses & CertificationsMinimum Valid driver’s license in the person’s state of residence. Must be 21 years of age or have three (3) years of driving experience to operate a Patient/Visitor Vehicle or UW Health Vehicle?other than a golf cart or utility terrain vehiclePreferredRequired Skills, Knowledge, and AbilitiesExcellent customer service skillsDemonstrated leadership skills Excellent verbal, listening, and written communication skillsKnowledge of and ability to use computers, including a variety of word processing and spreadsheet software programs (i.e. MS Word and Excel)Working knowledge of hotel reservation systemAbility to handle multiple priorities simultaneouslyDemonstrated strong organizational skillsAbility to lead a team of employees and volunteers effectively and patientlyMust display good judgment and the ability to be a self-starterExpert knowledge of the principles of office management/procedures as applied to effective organization of office and department operationsAbility to train and guide employeesKnowledge of intermediate accounting and financial practicesExperience developing and maintaining filing systemsExcellent collaboration skills. Ability to establish and maintain effective working relationships with coworkers, department administrative staff, interdepartmental contacts, and the general public.Ability to communicate effectively both verbally and in writingAbility to plan and organize the workflow in a busy office environmentAGE SPECIFIC COMPETENCY (Clinical jobs only)Identify age-specific competencies for direct and indirect patient care providers who regularly assess, manage and treat patients.Instructions: Indicate the age groups of patients served either by direct or indirect patient care by checking the appropriate boxes below. Next, Infants (Birth – 11 months)Adolescent (13 – 19 years)Toddlers (1 – 3 years)Young Adult (20 – 40 years)Preschool (4 – 5 years)Middle Adult (41 – 65 years)School Age (6 – 12 years)Older Adult (Over 65 years)JOB FUNCTIONSReview the employee’s job description and identify each essential function that is performed differently based on the age group of the patient.PHYSICAL REQUIREMENTSIndicate the appropriate physical requirements of this job in the course of a shift. Note: reasonable accommodations may be made available for individuals with disabilities to perform the essential functions of this position.Physical Demand LevelOccasionalUp to 33% of the timeFrequent34%-66% of the timeConstant67%-100% of the timeSedentary: Ability to lift up to 10 pounds maximum and occasionally lifting and/or carrying such articles as dockets, ledgers and small tools. Although a sedentary job is defined as one, which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required only occasionally and other sedentary criteria are met.Up to 10#NegligibleNegligibleXLight: Ability to lift up to 20 pounds maximum with frequent lifting and/or carrying of objects weighing up to 10 pounds.? Even though the weight lifted may only be a negligible amount, a job is in this category when it requires walking or standing to a significant degree.Up to 20#Up to 10# or requires significant walking or standing, or requires pushing/pulling of arm/leg controlsNegligible or constant push/pull of items of negligible weightMedium: Ability to lift up to 50 pounds maximum with frequent lifting/and or carrying objects weighing up to 25 pounds.20-50#10-25#Negligible-10#Heavy: Ability to lift up to 100 pounds maximum with frequent lifting and/or carrying objects weighing up to 50 pounds.50-100#25-50#10-20#Very Heavy: Ability to lift over 100 pounds with frequent lifting and/or carrying objects weighing over 50 pounds.Over 100#Over 50#Over 20#Other - list any other physical requirements or bona fide occupational qualifications not indicated above:Note:The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position. ................
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