Supervisor Guest Services

Banner University Medical Group; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Banner Health in Scottsdale, AZ seeks a skilled Guest Services Supervisor to plan, implement, and supervise the gift shop, volunteer, and concierge operations across multiple units. You will coordinate staff, volunteers, budgets, and customer service initiatives to maximize net proceeds and satisfaction.

This role requires five years in retail with supervisory experience; strong inventory and bookkeeping knowledge; and the ability to train diverse teams and build community partnerships.

Qualifications

• High school diploma or GED or equivalent.
• Minimum of five years in retail sales and merchandising, including three years supervisory.
• Knowledge of retail management, inventory control, and budget monitoring.
• Ability to establish and maintain effective working relationships with volunteers, staff and customers.

Responsibilities

• Oversee gift shop, volunteer and concierge services across facilities.
• Hire, train, evaluate staff and volunteers; align with goals.
• Develop budgets and control inventory and staffing.
• Ensure accurate statistics and compliance with regulations.
• Promote customer feedback and collaborative relationships.
• Supervise multiple enterprise retail operations.

Skills

Retail management

Supervisory experience

Inventory control

Budgeting & bookkeeping

Customer relations

Education

High school diploma/GED

Job description

Location & Facility

Primary City/State: Scottsdale, Arizona
Department Name: Admin‑SHC
Work Shift: Day
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.

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.

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

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. Develops and implements methods for customer feedback. Promotes cooperation and maintains effective working relationships with all other enterprises.
7. 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.
8. 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.

EEO Statement

EEO Statement: EEO/Disabled/Veterans

Banner Health supports a drug‑free work environment.

Company Culture & Benefits

Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee. We are proud to offer a comprehensive benefit package for all benefit‑eligible positions. Please visit our Benefits Guide for more information.