DIRECTOR OF HOSPITALITY

Responsibilities

·      Plans, organises, 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.

·      Optimises 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 paediatric 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 optimising 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 processes.

·      Optimises 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 centre of Facilities Services & Planning. Provides monthly reports looking at volume of requests, completion rates and tracks other key indicators.

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.

Skills

·      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.