Hospitality Services Manager - FT - Days - JDCH

Location:

Hollywood, Florida

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.

Summary:

This role is responsible for designing, implementing, and sustaining initiatives that enhance the overall patient and family experience throughout their journey at Joe DiMaggio Children’s Hospital (JDCH).This involves partnering with clinical and non-clinical teams, using data and feedback to drive improvements, overseeing and enhancing guest services, and managing the on-site family hospitality house to ensure a seamless, supportive journey from admission to discharge. This role works with the youth and parent advisory councils, various department leaders, and administrative teams to enhance hospitality in any areas families interface with JDCH including, but not limited to, valet and parking services, food services, security, translation services, etc.

Responsibilities:

Leads, coaches, and develops a diverse team to achieve individual and team performance goals.Analyzes patient feedback, satisfaction surveys, and rounding data to identify trends and improvement opportunities.Sets clear expectations, monitors performance, and provides timely feedback and recognition.Rounds regularly to gather real time feedback from patients, families, and staff.Ensures day-to-day operations align with organizational policies and quality standards.Leads key initiatives related to communication, care coordination, hospitality, and complaint resolution.Monitors key performance indicators (KPIs) and ensures team accountability for results.Implements best practices from diverse industries to enhance the patient experience.Serves as an advocate for patients and families, addressing concerns and facilitating resolutions.

Competencies:

ACCOUNTABILITY, CONCERN FOR QUALITY, CUSTOMER SERVICE, DEVELOP RELATIONSHIPS, LEAD THROUGH VISION, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR, TEAMBUILDING

Education and Certification Requirements:

Bachelors (Required)

Additional Job Information:

Complexity of Work: Ability to analyze data and develop actionable insights. Conflict resolution and service recovery skills. Ability to influence and collaborate across departments. Strong leadership, interpersonal, and communication skills. Strong organizational and project management abilities. Demonstrated success in customer service program development and cross-functional team leadership. Strong understanding of discharge planning and hospital operational workflows preferred. Required Work Experience: Minimum of three (3) years' experience in hospitality, healthcare, or customer service leadership roles. Experience working in pediatric or family-centered care preferred. Other Information: Additional Education Info: Bachelor’s degree in Hospitality, Healthcare Administration, or related field.

Working Conditions and Physical Requirements:

•  Bending and Stooping = 0%
•  Climbing = 0%
•  Keyboard Entry = 60%
•  Kneeling = 0%
•  Lifting/Carrying Patients 35 Pounds or Greater = 0%
•  Lifting or Carrying 0 - 25 lbs Non-Patient = 40%
•  Lifting or Carrying 2501 lbs - 75 lbs Non-Patient = 0%
•  Lifting or Carrying > 75 lbs Non-Patient = 0%
•  Pushing or Pulling 0 - 25 lbs Non-Patient = 40%
•  Pushing or Pulling 26 - 75 lbs Non-Patient = 40%
•  Pushing or Pulling > 75 lbs Non-Patient = 20%
•  Reaching = 60%
•  Repetitive Movement Foot/Leg = 0%
•  Repetitive Movement Hand/Arm = 60%
•  Running = 0%
•  Sitting = 60%
•  Squatting = 0%
•  Standing = 60%
•  Walking = 60%
•  Audible Speech = 60%
•  Hearing Acuity = 60%
•  Smelling Acuity = 0%
•  Taste Discrimination = 0%
•  Depth Perception = 60%
•  Distinguish Color = 60%
•  Seeing - Far = 60%
•  Seeing - Near = 60%
•  Bio hazardous Waste = 0%
•  Biological Hazards - Respiratory = 0%
•  Biological Hazards - Skin or Ingestion = 0%
•  Blood and/or Bodily Fluids = 0%
•  Communicable Diseases and/or Pathogens = 0%
•  Asbestos = 0%
•  Cytotoxic Chemicals = 0%
•  Dust = 0%
•  Gas/Vapors/Fumes = 0%
•  Hazardous Chemicals = 0%
•  Hazardous Medication = 0%
•  Latex = 0%
•  Computer Monitor = 60%
•  Domestic Animals = 0%
•  Extreme Heat/Cold = 0%
•  Fire Risk = 0%
•  Hazardous Noise = 0%
•  Heating Devices = 0%
•  Hypoxia = 0%
•  Laser/High