Supervisor Guest Services

About the role

• Primary City/State: Scottsdale, Arizona
• Department Name: Admin-SHC
• Work Shift: Day
• Job Category: Clinical Support

Set to open in early 2027. The three-story facility will bring a broad range of services together in one convenient location, including Banner MD Anderson Cancer Center, cardiovascular care, medical and surgical specialties, neurosciences, specialty pharmacy, imaging and urgent care.

Physicians and team members will have the opportunity to help build an integrated care environment designed around collaboration, technology and a coordinated patient experience. Providers and staff will work across specialties to make it easier for patients to access care, navigate services and receive support throughout their health care journey.

Located in one of the Valley's growing communities, Banner Health Center plus represents an important expansion of Banner Health's presence and services in North Scottsdale. Team members will have the opportunity to join a new multidisciplinary setting, contribute to its development and help shape how care is delivered from the beginning.

As a Supervisor of Guest Services, you will oversee a team of Guest Service Liaisons to ensure we are providing top tier customer service to our patients. You will oversee day to day operations, address any patient concerns or complaints, and plan and implement new business and financial plans.

Schedule

Full Time, Monday - Friday. Hours may flex based on business needs with typical start times being between 7:00am and 8:00am

Training

Prior to our opening in early 2027, you will work at our 4200 E. Camelback Rd Suite 202 Phoenix, AZ 85018 before transitioning to 18250 Hayden Rd, Scottsdale AZ 85255.

Banner University Medical Group is our nonprofit faculty practice plan associated with the University of Arizona Colleges of Medicine in Phoenix and Tucson. Our 1,100-plus clinicians provide primary and specialty care to patients at highly ranked Banner - University Medical Centers and dozens of clinics while providing mentorship to more than 1,200 residents and fellows. Our practice values and encourages the three-part mission of academic medicine: research, education and excellent patient care.

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

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