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Director Guest Services


Support 24/7 health system operations. May be required to work evenings and weekends.

Job Description


The Director Guest Services has system responsibility for multiple functional areas or processes.  The system responsibility includes planning, organizing, and directing these multiple areas or processes across all applicable entities within Penn Medicine/Lancaster General Health (LGH).  The Director Guest Services supervises, directs, and administers the operation of the Guest Services division. The Director of Guest Services ensures quality of services are delivered with high reliability in compliance with all regulations and works in conjunction with physician leadership to develop and administer policies and procedures that optimize patient care and experience while maintaining clinical excellence and operational strength.

ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

  • Provides administrative coordination and strategic planning for the following System departments and functions:

- Language Services

- Guest Services

- Audio Visual Services

- Equipment Transport Services

- Laundry Services

- Food Services

  • Interviews and makes final decisions as to the employment of all director level personnel.  Recommends suspension and/or termination as required.  Responsible for the motivation, morale, and counseling of all personnel.
  • Maintains quality control by conducting formal and informal inspection tours of all Hospital and affiliated areas as necessary, to determine that all guest service division responsibilities meet departmental hospital, regulatory, and accreditation standards.  Initiates corrective action of any infractions.
  • Coordinates and cooperates with executive leadership and all departments, resolving, clarifying, and interpreting policies and procedures.
  • Develops departmental goals encompassing Guest Services, Quality, Productivity and Fiscal performance.
  • Develops department budgets, monitors and manages expenses within establish budget to achieve goals, identifies opportunities for improved fiscal performance, and regularly reports on progress.
  • Recommends changes in administrative policies to carry out objectives of the System more effectively.
  • Interprets System and department head policies, objectives, and operational procedures to department heads.
  • Resolves problems with department heads concerning such issues as staffing, utilization of Hospital facilities, and equipment and supplies.
  • Meets with staff members to interpret changes in operational procedures.
  • Performs short and long range strategic planning in alignment with the health system for diagnostic services including technology and innovation, new facilities, process improvements and financial modeling.

SECONDARY FUNCTIONS: The following duties are considered secondary to the primary duties listed above:

  • Supports the development of marketing and outreach programs to improve the health of the community and to expand the referral base.
  • Maintains professional acumen and seeks education and self-improvements.
  • Participates in applicable organization and industry interest groups, professional associations and committees.
  • Other duties as assigned.



  • Bachelor’s degree.
  • Ten (10) years healthcare support services experience.
  • Five (5) years management experience in environmental services, food services, etc. 
  • Communication/leadership skills.



ATTENTION/CONCENTRATION ‑ The following level of ability is essential for the jobholder to focus on certain aspects of current experience and reject others: 

The position requires the ability to attend to more than one aspect of a situation simultaneously.  It is highly likely that multiple task demands are going to be required of the individual at the same time.

NEW LEARNING AND MEMORY ‑ The following level of ability is essential for the jobholder to learn and retain material:

A large portion of this position requires reliance on verbal memory and new learning.  Efficiency in processing of verbal information, either in written or spoken form, is a major requirement and prerequisite of the job.  The individual must be able to attend to and process multiple bits of information simultaneously.  The individual must be able to organize and categorize this information effectively so that later recall is feasible.

PROBLEM SOLVING, REASONING AND CREATIVE THINKING ‑ The following level of ability that is essential for the jobholder to think (in order to solve a problem) by combining two or more elements from past experience or imaginative thought:

The position requires much autonomy of thought and problem solving.  The individual must be able to apply principles of logical or scientific thinking to define problems.  The individual must be able to think abstractly, which is manifested in the ability to form concepts, use categories, generalize from single instances, apply procedural rules and general principles, and be aware of subtle or intrinsic aspects of a problem. The development of hypothesis and potential solutions to problems involves careful interpretation, analysis and diagnosis.  The individual must be able to collect data, establish facts, and draw valid conclusions.  The individual must be able to think creatively with a degree of inventiveness, experimentation and intuition.  They must be able to deal with a variety of concrete and abstract variables.

APTITUDES:  The following are essential requirements of the position in relation to job-worker situations.  These items describe how a worker must adapt, adjust, conform or act:      

Leadership, control and planning: Ability to accept responsibility for leadership, direction, control, planning, negotiating, organizing, directing, supervising, formulating practices, or making final decisions.

Performing under stressful conditions: Ability to perform under stress when confronted with emergency, critical, unusual, or dangerous situations, or in situations in which working speed and sustained attention are critical aspects of the job. Is subject to danger or risk, or to tension as a regular, consistent part of the job.

Variety and change: Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure involving significant differences in technologies, techniques, procedures, environmental factors, physical demands, or work situations.

Communication:  Ability to exchange information with others clearly and concisely; to present ideas, facts and technical information.

Interpersonal relations: Ability to maintain relationships that facilitate task accomplishment; to cooperate and resolve conflicts; to recognize needs and be sensitive of others.


Equipment/Tools: Computer, Phone, Copier, Printer, Fax, Office Supplies, mops, cleaning cloths, wrenches, pliers, screwdrivers, hammer

Software: Microsoft Office Products, Tele-Tracking, Fluency, Bed Tracking, EPIC, Excel, PowerPoint, Word, CleanTrace, Marbella


Rarely 0-10%; Occasionally 11-35%; Frequently 36-70%; Continuously 71-100%

Body Position/Movement:  

  • Sit: Continuously
  • Stand: Continuously
  • Walk: Occasionally
  • Bend: Rarely
  • Push: Rarely
  • Pull: Rarely
  • Kneel/Squat: Rarely
  • Reach: Frequently
  • Twist: Rarely
  • Balance: Rarely
  • Climb: Rarely

Lifting: Degree of physical exertion is: Moderate, exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

Sensory Abilities specifically required:

  • Vision
  • Hearing


WORKING CONDITIONS: Position involves exposure to the following harmful elements:

  • Bio hazardous Waste
  • Blood borne Pathogens
  • Moving/Rotating Machinery

Disclaimer: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.  It is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards.  The percentages of time spent performing job duties are estimates, and should not be considered absolute.  The incumbent shall perform all other functions and/or be cross-trained as shall be determined at the sole discretion of management, who has the right to amend, modify, or terminate this job in part or in whole.  Incumbent must be able to perform all job functions safely.

Benefits At A Glance:

PENN MEDICINE LANCASTER GENERAL HEALTH offers the following benefits to employees:

  • 100% Tuition Assistance at The Pennsylvania College of Health Sciences
  • Paid Time Off and Paid Holidays
  • Shift, Weekend and On-Call Differentials
  • Health, Dental and Vision Coverage
  • Short-Term and Long-Term Disability
  • Retirement Savings Account with Company Matching
  • Child Care Subsidies
  • Onsite Gym and Fitness Classes


PENN MEDICINE LANCASTER GENERAL HEALTH is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.


Search Firm Representatives please read carefully: PENN MEDICINE LANCASTER GENERAL HEALTH is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at PENN MEDICINE LANCASTER GENERAL HEALTH via-email, the Internet or directly to hiring managers at Penn Medicine Lancaster General Health in any form without a valid written search agreement in place for that position will be deemed the sole property of PENN MEDICINE LANCASTER GENERAL HEALTH, and no fee will be paid in the event the candidate is hired by PENN MEDICINE LANCASTER GENERAL HEALTH as a result of the referral or through other means.

LGH Full Time Posted on 01/06/2023