Administrative Director - Hospitality Services (1.0 FTE, Days)

Lucile Packard Children's Hospital Stanford

Palo Alto, CA 94301

Posted 1 week ago

Job Description

General/ Environmental Service


1.0 FTE, 8 Hour Days


At Stanford Children’s Health, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you. Join us on our mission to heal humanity, one child and family at a time.


Job Summary


This paragraph summarizes the general nature, level and purpose of the job.


Plans, organizes, leads, and manages the functions and staff of the Department of Hospitality Services within Facilities Services & Planning. Provides overall guidance, program development, direction, and coordination to the managers in charge of Food and Nutrition Services, Housekeeping, Patient Equipment Management (PEMS), Transport Technicians, LPCHS Gift Shop, and Security for Lucile Packard Children's Hospital.


Essential Functions


The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.


Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.


Must perform all duties and responsibilities in accordance with the hospital’s policies and procedures, including its Service Standards and its Code of Conduct.


+ Plans, organizes, and directs the work of the Department of Hospitality Services including strategic planning, establishing goals and objectives, controlling costs and improving efficiency and service delivery effectiveness. Applies Lean concepts and tools to promote ownership of operational performance and reinforce continual improvement efforts.


+ Optimizes the hospitality services for LPCHS to improve service, quality, and safety. Applies principles of operations engineering and lean design to create an environment of care that acknowledges the unique nature of a complex care environment while also bringing LPCHS into alignment with the industry benchmarks for patient satisfaction.


+ Develops systems to scale the department as we continue to expand & renovate spaces. Provides unique experiences for a pediatric and obstetric populations. Provides oversight to LPCH off site food services.


+ Develops and revises policies and procedures in areas of responsibility; implements approved changes; Interprets hospital and departmental policies and procedures and assures compliance for the department.


+ Develops and implements operating and capital budgets for the department. Establishes business controls and monitors budget and tracks financial performance


+ Develops and implements metrics as appropriate to measure outcomes. Integrates the various data sources in LPCHS to create a set of analytics and reports that provide insight into hospitality performance, enables the management team to keep the customer informed and provides information about the patient experience to the LPCHS patient experience Department.


+ Leverages productivity and staffing modelling systems to actively and dynamically manage the daily routines. Creates models from the analytics and technology to correlate and predict volumes and customer requirements.


+ Responsible for negotiation, contracting, invoice and purchase orders. Leverages technologies and redesigned business workflows to create a process that is responsive to time sensitive needs, but also cost-effective with adequate controls and oversight.


+ Oversees all areas for Food Transformation (Retail & Patient Food) and optimizing the patient and staff food experience at LPCHS.


+ Brings Environmental Services to the gold standard of hospitality services in a medical setting. Manages all housekeepers and regulated medical waste processers.


+ Optimizes patient transport services to leverage operational flexibility to enhance coordinated care.


+ Responsible for all equipment relocation activities and cleaning transactions related to the PEMS


+ Oversees the central nervous system call center of Facilities Services & Planning. Provides monthly reports looking at volume of requests, completion rates and tracks other key indicators.


Minimum Qualifications


Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.


+ Education: Bachelor's degree in business administration, management, or a related field.


+ Experience: Ten (10) years of hospitality leadership experience, including at least one (1) at a senior level within a major healthcare institution with extensive hospitality services and responsibility for managing and executing business process change initiatives.


+ License/Certification: None required.


Knowledge, Skills, & Abilities


These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.


+ Ability to operate at a strategic, tactical and a detailed analytical level.


+ Ability to express themselves succinctly and with clarity. Ability to influence senior executives and of delivering cross functional global initiatives


+ Ability to interpret data so as to develop concepts that will drive improvement.


+ Ability to deal with ambiguity, changing priorities and differing needs of the business.


+ Ability to work effectively cross functionally, bringing teams together to deliver shared goals.


+ Ability to manage multiple competing priorities.


+ Proven project management skills on large projects that are highly integrated and cross functional in nature (developing project plans including charter, scope, project management approach, management plans, cost estimates, schedule, and work breakdown). Knowledge and expertise in process execution and compliance


+ Ability to work in a fast-paced, hard-driving culture with a lean structure, demonstrated ability to succeed in and to drive a culture of performance.


+ Ability to collaborate, motivate and lead globally through others and influence the achievement of common goals.


Physical Requirements


The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job


Equal Opportunity Employer


Lucile Packard Children’s Hospital Stanford strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, LPCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity, religion, age, national or ethnic origin, political beliefs,


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