At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve – a promise we share with the professionals who make up our team.
Ranked by U.S. News & World Report as seventh in the country – UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.
UCSF Health's Hospitality Services Department is comprised of energetic and dedicated individuals who are charged with maintaining a clean, safe and aesthetically pleasing hospital environment for patients, visitors, and medical center staff in a efficient, professional manner while maintaining costs.
The Hospitality Services Department supports and participates in fulfilling the Vision, Mission, and Values of UCSF Health for our patients, employees and visitors.
Reporting to the Vice President of Supply Chain Management and Support Services the Director of Hospitality Services will provide leadership to UCSF Health in the Hospitality Services Division.
The Director will lead the department in operational innovation and the achievement of industry best practice by redesigning the end-to-end Hospitality Services program to improve service and cost. In doing so, applies principles of operations engineering and Lean design to create a Hospitality Services Department that acknowledges the unique nature of an academic research environment while also bringing into alignment with the industry benchmarks for cost-effective healthcare delivery systems.
Leads and motivates a large entry-level workforce of approximately 450 FTEs including managers, analysts and supervisors across multiple sites. Recruits, develops, and mentors the Hospitality Services managers and supervisors by defining needs through strengths and assessments.
Integrates the various data sources to create a set of analytics and reports that provide insight into Hospitality Services performance that enables the management team to keep the customer informed, and provide information about the utilization patterns to the clinical effectiveness team. Manages staff involved in cleaning patient rooms, nursing units, surgical areas, administrative offices, laboratory areas, waiting areas and public restrooms using various cleaning chemicals and disinfectants.
Follows established infection-control practices to ensure a clean and safe environment. Oversees bio-hazardous waste disposal process according to established procedures and quality standards. Follows established procedures for dealing with potential hazards. Monitors inventory and inspects equipment for repair and / or replacement. Manages linen services operations, and staff lab coat ordering.
- Seven years broad based experience in Hospitality Services, including three years in a departmental operations leadership capacity
- Bachelor's Degree in related area and/or equivalent experience/training
- Leadership experience at directing and managing Hospitality Services operations, ideally for an academic medical center, integrated healthcare delivery system, or large hospital; this experience will include responsibility for leading complex organizational change, managing a large workforce, strategic planning, and implementing Hospitality Services best practices, innovation, and technology
- Advanced knowledge of health care custodial regulatory standards and requirements including knowledge of codes and policies governing bio hazardous and hazardous waste
- Advanced knowledge of personnel management and staff development; advanced ability to lead and manage staff with diverse skills and expertise.
- Advanced skill developing and implementing training programs that meet regulatory health and safety requirements
- Advanced ability to build effective working relationships and negotiate effectively
- Advanced knowledge of fiscal management including budget development, account management and tracking
- Advanced knowledge and skill to develop and implement process improvement strategies and quality improvement programs
- Excellent communication skills with the ability to convey complex information clearly and concisely to diverse audiences
- Excellent analytical and problem-solving skills
- Knowledge Hospitality Services principles, processes, practices, and technologies and how these apply in a clinical environment to support a complex healthcare delivery system
- Knowledge of principles and practices of Lean in a healthcare and Hospitality Services environment
- Knowledge of principles and practices of organization, management, budgeting, finance, human resources, and project management necessary to plan, coordinate, and direct diverse activities for the organization
- Strong presence which facilitates effectiveness in a complex organization through a direct management and influence model; capability to developing business cases and balanced advocacy for imperatives to meet the customer needs
- Ability to work across functional boundaries and to bring disciplines together to integrate work processes and ideas in a matrixed organization
- Empathetic demeanor and mindset, particularly in regard to the patients and for the staff; the ability to maintain underlying principles while adjusting management style to the various constituent environments
- Clinical awareness and the drive to stay abreast of practices and technologies and how these apply in a clinical Hospitality Services environment; recognition that Hospitality Services Division is within a healthcare delivery system
- Excellent communication skills, both orally and written, ability to work effectively with individuals at all levels of the organization
- The flexibility to orient and work at all UCSF Health locations
- Master's Degree
- Bloodborne pathogen and sharps disposal training
- CHESP - Certified Health Care Environmental Services professional certification
Living Pride Standards
- Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior. These standards and expectations convey specific behavior associated with the Medical Center's values: Professionalism, Respect, Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing up, service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency.
- Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits team work skills to positively acknowledge and recognize other colleagues, and uses personal experiences to model and teach Living PRIDE standards.
- Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices
- Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information.
- Demonstrates an understanding of and adheres to safety and infection control policies and procedures.
- Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets.
- Keeps working areas neat, orderly and clutter-free, including the hallways. Adheres to cleaning processes and puts things back where they belong. Removes and reports broken equipment and furniture.
- Picks up and disposes of any litter found throughout entire facility.
- Posts flyers and posters in designated areas only; does not post on walls, doors or windows.
- Knows where the Environment of Care Manual is kept in department; corrects or reports unsafe conditions to the appropriate departments.
- Protects the physical environment and equipment from damage and theft.
The flexibility to orient and work at all UCSF Health locations is required.
Equal Employment Opportunity
The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Further information about the University of California, San Francisco, is available at diversity.ucsf.edu. UCSF seeks candidates whose skills, and personal and professional experience, have prepared them to contribute to our commitment to diversity and excellence, and the communities we serve.
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