Director - Hotel Services

Job Description

JOB SUMMARY:The Director - Hotel Services has 24 hours accountability for all Hotel Services operations and budgetary requirements. S/He provides leadership, oversight, and management required to ensure that all relevant functions are at par with the set expectation for patient meals, restaurant operations, hospitality, laundry, linen, patient gowns, uniforms and housekeeping services and remain in compliance with regulatory requirements to achieve their objectives, including annual goals, annual operating budgets and annual operational plans. The Director accomplishes this by setting direction, implementing strategies, monitoring performance against defined standards and performance expectations and ensuring quality & regulatory compliance.Under the direction of the Executive Director ? Hotel & Retail Services, the Director - Hotel Services develops, implements and monitors plans to translate strategy into actionable goals for successful performance both for clinical and non-clinical activities.The Director - Hotel Services works closely with the Administration leadership, Nursing leadership and Medical Leadership on relevant development, expansion and oversight of initiatives, projects and activities to ensure safe and efficient service operations for patients and staff and to ensure the strategic and operational goals are realized.The Director - Hotel Services maximizes operational efficiencies by leveraging experience, knowledge and feedback generated through continuous monitoring, operational data collection, benchmarking and evaluation and translating this to opportunities. The Director provides business analytics including oversight of the fiscal budget, business modeling, cost and staff projections, market analysis, and identifying potential strategic partners and growth opportunities.The Director works on assignments by prioritizing and collaborating with the Leadership. The Manager will collaborate with all departments and services within the organization to achieve the goals and objectives of Sidra.KEY ROLE ACCOUNTABILITIESGeneral Scope - Operations:

• Manages all aspects of hotel services operational activities including patient meals, restaurant operations, hospitality services, housekeeping, laundry operations, linen, patient gowns & uniform services, portering, courier services, and pantry services to achieving operational targets, delivering efficiency and effectiveness, patient/client satisfaction, performance management and improvement.
• Collaborates with the hospital leadership and department heads to review services, define relevant goals, strategy and priorities for operation and service consistent with the goals and priorities of Sidra Medicine.
• Oversees the daily functioning of the department and ensures all issues are dealt with immediately or escalated if necessary to ensure seamless operations of services.
• Recognizes trends in data to plan future projects and monitors the daily operations of his/hers respective departments.
• Represents his/hers respective departments in meetings across the organization including management, governance, performance management processes and quality governance forums.
• Develops and implements operational plans and identifies improvement initiatives where appropriate in a complex environment.
• Works cooperatively and effectively with other team members to implement priority actions, develop work schedules, monitor progress towards goals and track details, data, information and activities.
• Analyzes process workflows and performance data and evaluates the unit?s progress against the operational plans. Provides timely recommendations and reports as needed to ensure achievement of objectives and targets.
• Works with medical, clinical, and other support teams, ensures maximum resource utilization in the unit, sets and reviews budgets, manages costs, and improves profitability.
• Maintains open lines of communication with colleagues, internal and external stakeholders to ensure effective cooperation and consultation.
• Represents the Executive Director ? Hotel & Retail Services in their absence on all leadership and management issues.

Administrative and Financial Oversight:

• Provides leadership and communication to maintain a competent and engaged employee group by conducting regular department meetings to review policies and procedures and operational matters, rounding on all employees, completing performance appraisals, conducting new hire feedback sessions, coaching/corrective counseling, and providing recognition/commendations to achieve desired outcomes .
• Acts as the focal point and communicates all operational policies and procedure at unit level meetings
• Responsible for all administrative staff and administrative processes on the unit, and works with Corporate Services (e.g. Revenue cycle, HR, finance, supply chain) to ensure optimal and efficient delivery of support services.
• Reviews monthly operating reports to analyze program financial and budgetary performance.
• Prepares Financial and workflow analyses for programs and operations as needed to evaluate effectiveness, efficiency and to assist in developing strategic plans.
• Coordinates with departments to meet stated budgetary targets.
• Coordinates problem-solving across all departments? leaders; provides opportunities for discussion and cooperative problem-solving.
• Identifies and analyzes the potential opportunity costs and benefits related to strategic partnerships on behalf of Sidra.
• Analyzes market data and identifies business growth and development opportunities on behalf of the unit and in support of the clinical service.

Regulatory Compliance, Quality Management and Safety:

• Leads efforts to assure that hotel services operations meet all local and accreditation regulations.
• Creates process improvement strategies and leads multi-disciplinary teams to enhance patient safety, high quality clinical care, and effective leadership/administration. Shares findings and develops corrective action plans and assures achievement of defined goals.
• Evaluates patient issues and identify ways of improving the quality of patient journey across Sidra Medicine, including investigating problems and complaints as needed.
• Actively manages risks and escalates as needed.

Strategic Planning and Business Development:

• Collaborates with the Executive Director ? Hotel & Retail Services to define goals, strategy and priorities.
• Develops, implements and monitors plans to translate strategy into actionable goals for performance and growth.
• Participates in business development planning and analysis related to facility needs, and regulatory requirements to focus on necessary infrastructure.
• Works with Clinical Leads to prepare and submit business plans where required for service development, and ensures successful implementation within budget and time scale targets. Monitors implementation and evaluates outcomes.
• Plans and organizes activities and projects, often highly complex, liaising with other departments within and outside of the Unit, and other individuals and organizations as required.

Space Management:

• Leads Hospital efforts to manage and optimize relevant existing facilities space.
• Leads planning/assessment of Hospital needs for relevant new space as needed.
• Understands employee, inventory, equipment and space requirements and work towards meeting those requirements.
• Coordinates with Facilities and other Departments for specific construction/renovation projects.

General:

• Additional Projects ? as assigned by the Executive Director ? Hotel & Retail Services.
• Acts as a role model in ethical behavior and business practices and ensures that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.
• Adheres to Sidra?s standards as they appear in the Code of Conduct and Conflict of Interest policies
• Adheres to and promotes Sidra?s Values

QUALIFICATIONS, EXPERIENCE AND SKILLS ? SELECTION CRITERIA:Education:ESSENTIAL:

• Bachelors of Science in Nutrition & Dietetics and/or Hospitality

PREFERRED:

• A Master?s Degree in relevant field and MBA or EMBA

Experience:ESSENTIAL:10+ years of experience with progressive responsibilities in a hospitality environment out of which at least 2 years are spent in a hospital setting. Experience to include:

• Experience in operational planning and delivery within a given clinical portfolio
• Experience in patient/client relations management and service upgrades
• Experience in using Monitoring & Evaluation tools
• Experience in managing outsourced operations and contractors
• Experience in identifying and delivering continuous improvement initiatives

• Experience of successful business planning and handling of budgets
• Experience in analyzing data and developing meaningful results driving sustainable change
• Experience in using project management tools
• Experience in developing reports and delivering presentations to senior leadership
• Experience in managing and working effectively with clinical teams

PREFERRED:

• Experience of working in health care in the Middle East
• Experience of working in hospitality/hotel Services in the Middle East
• Experience includes revenue generating opportunities in a healthcare setting

Certification and Licensure:PREFERRED:

• Certification in quality management standards

Job Specific Skills and Abilities:ESSENTIAL:

• Ability to develop effective relationships with a range of cross-functional and diverse stakeholders internally and externally
• Ability to implement strategies and operate in a challenging and changing work environment
• Ability to drive and management rapid and sustained change, competing demands and tight deadlines
• Ability to analyze information and devise improvement initiatives
• Knowledge in pertaining local regulations and relevant legislation
• Possess advanced computer skills for analytics, communication, clinical and administrative purposes.
• Solid understanding of financial management
• Excellent time management skills
• Demonstrated attention to detail
• Patient and family focused work ethos
• Proficiency with Microsoft Office suite
• Fluency in written and spoken English

PREFERRED:

• Fluency in Arabic

Keyskills :