Associate Director of Guest Services

Primary City/State: Glendale, Arizona

Department Name: Pastoral Svcs-Hosp

Work Shift: Day

Job Category: General Operations

At Banner Health, we set leaders up to succeed. We ensure leaders have the staff and resources their vision requires. Join a nationally recognized leader that values excellence and begin making a difference in people's lives.

This role offers an exciting opportunity to lead some of the most impactful, people‑focused areas of our organization—including Volunteers, the Gift Shop, Spiritual Care, and our Guest Services Liaisons. As the champion of these key departments, you'll shape meaningful experiences for both our internal teams and the community we serve. Guest Services plays a unique and powerful role in creating positive, memorable interactions, and in this position, you'll have the ability to elevate that experience every single day.

Schedule:

Full Time, Monday through Friday 7:30AM to 4PM

Banner Health's premier West Valley Level I Trauma for adults and Tertiary Care destination for all ages. Banner Thunderbird Medical Center (BTMC) and Banner Children's Hospital at Thunderbird provide a preferred destination for surgical, oncological, cardiovascular, neuroscience, orthopedic, pediatric, and women and infant services achieved through best-in-class 5-star CMS rating to provide patients with high quality, safe care for the best possible experience.

Our campus is one of the largest campuses in the Banner network with over 3000 employees. BTMC was voted Best of the Best in 2023 by Banner Health out of 30 hospitals. This is the most prestigious award one of our largest hospitals can receive for consistently meeting our annual targets. If you would like to contribute to truly leading edge caring, we invite you to bring your experience and skills to Banner Thunderbird.

This position is responsible for the effective direction, management, and operation of multiple guest services departments which may include Environmental Services, Culinary, Gift Shop, Volunteer, spiritual care and concierge services. Leads in the development, analysis, preparation and implementation of strategic financial and operational plans to achieve overall system and entity strategic goals and objectives. Provides analytical support for both financial and operational goals, which includes analyzing processes and identifying opportunities for improvements in operational practices and procedures.

Designs, implements and supports the adoption of new processes that are both financial and operational in nature to increase efficiency and compliance while maximizing the highest level of quality. This position is responsible for the daily management of multiple exempt and non-exempt staff. This position plans, implements and supervises business and financial aspects of multiple guest services departments. 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.