At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

The Hospitality Supervisor - NUTRITION AND FOOD SERVICE reflects the mission, vision, and values of NM, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines, and all other regulatory and accreditation standards.

The Hospitality Supervisor is responsible for the supervision of the hospitality agents and food service aides. The hospitality supervisor is responsible for ensuring that the performance standards of the department are met. The hospitality supervisor creates a positive work environment that promotes teamwork, cooperation and is solution oriented. Interacts with patients, family members, hospital staff and visitors in a professional, cooperative and courteous manner in order to maximize customer satisfaction. Performs other inherent duties related to but not limited to the following.

1. Demonstrates model behavior for customer service and CARE standards of performance.
2. Projects a customer friendly image when dealing with all internal and external parties.
3. Utilizes the AIDET@ Communication System: Acknowledge, Introduce, Duration, Explanation, Thank you.
4. Is attentive to the needs of visitors and family members providing directions and assistance as needed.
5. Promotes a spirit of cooperation and a positive work environment.
6. Maintains appropriate communication with co-workers and management.
7. Assists with Departmental Emergency Operation Procedures (DEOP).
8. Complies with established guidelines regarding patient confidentiality and HIPPA standards.
9. Completes work duties in compliance with patient safety standards.
10. Complies with established handwashing and infection control procedures for patient care. 
11. Works in conjunction with department management to continuously promote departmental improvements and enhance the quality of patient services.
12. Adheres to current job routines and workflows as established by departmental leadership.
13. Provides flexibility in scheduling and departmental coverage.
14. Exhibits respect to departmental leadership and receptive to input on improving job performance.
15. Reports any unsafe conditions or equipment to maintenance department.
16. Responsible for proper use of PCH assets including inventory and department equipment.
17. Demonstrates proper operation and maintenance of equipment and reports and malfunctions or service issues.
18. Follows quality assurance guidelines as established by hospitality management.
19. Responsible for department protocol and recording of designated temperatures for safe food handling.
20. Maintains appropriate food temperature control ensuring safe food handling.
21.  Ensure that all food products are within the acceptable date range.
22. Assures that food provided meets the quality standards of taste, texture and appearance.
23. Reports customer feedback and action taken to hospitality management.
24. Complies with the proper dress code.
25. Responsible for the overall department performance standards being met for services to patients and staff.
26. Keeps work area clean, organized and safe.

SUPERVISORY DUTIES:

1 . Responsible for enforcing guidelines related to HIPPA, patient safety and infection control. Maintains accurate and current job routines and work flows on designated employees.

1. Completes scheduling of designated employees including schedule adjustments to provide departmental coverage.
2. Supervises and provides work direction of employees.
3. Monitors employee performance to ensure compliance with established job routines and work flow.
4. Supervises the orientation, development and training of employees.
5. Provide corrective action and counseling of employees.
6. Evaluates work performance and conduct performance appraisals of employees.
7. Handles routine personnel issues on a timely basis.
8. Conducts designated departmental huddles / meetings.

1 1 . Collects data for performance improvement reports and activities.

1. Contacts the maintenance department to report any equipment problems or unsafe conditions.
2. Direct oversight of outside service providers and maintenance contracts.
3. Responsible for proper use of PCH assets including inventory and departmental equipment.
4. Ensures that all applicable policies, procedures and standards are adhered to.
5. Conducts patient rounding to obtain customer service and quality feedback information.
6. Assures employees are compliant with the proper dress code.

CAFÉ AND CATERING:

Supervises cash handling operations and documents any discrepancies.

1. Supervises cash register operations and accuracy of cash register intake.
2. Assures overall orderliness, cleanliness and attractiveness of the café.
3. Consults with cooks and production aides to determine quantities of food needed for café service.
4. Responsible for the timely execution of catered events.
5. Oversight of all hospital vending including cleanliness and equipment maintenance.

6. CALL CENTER:

   1 . Supervises call center operations.

7. Responsible for the maintenance and enhancements of the Computrition system including the patient menus, product items and nutritional analysis database.
8. Assures that all patients receive the appropriate menu selections based on the prescribed therapeutic diet restrictions including fluid, texture and chemical modification.
9. Works with the IS department to ensure all computer equipment is properly working.
10. Maintains the patient menu for changes, printing and marketing.
11. Completes data collection utilizing computer reports.
12. Maintains the call center phone systems.
13. Maintains an emergency downtime procedure.
14. Coordinates departmental evaluation of patient meal tray.

15. SAFETY AND SANITATION:

    1 . Responsible for the cleaning and sanitation of the dish room/pot washing, room service, café and all production area. Ensures that procedures are safe and in accordance with the department and all Food Service Sanitation required regulations and HACCP Guidelines.

16. Ensures that the dishwashing machine and pot washing equipment is operating safely and efficiently.
17. Supervises the food cart cleaning process.
18. Responsible for providing clean and sanitized service ware to all appropriate locations.
19. Ensures that movable equipment is properly leaned and sanitized when needed in all production areas.
20. Ensures that periodic cleaning of walls, floors, coolers, warmers, ovens and all other large equipment is done.
21. Checks to ensure proper cleanliness and sanitation of the dish machine, dish room floor and floor drains.
22. Documents proper temperature and chemical dilution to assure safe and sanitary ware washing.
23. Document temperature of dish machine and reports any problems to the Production/Retail Manager.
24. Checks that chemicals are being used appropriately and on the right equipment, properly labeled and Safety Data Sheets (SDS) precautions are followed. 
25. Supervises the cleaning and sanitation of the department as being conducted by the food service aides.

Required:

• High school graduate required.
• 2-3 years of Food service experience, 
• Mathematical ability required
• Organizational, communication, leadership and customer relation skills required. IDPH (Illinois Department of Public Health) Food Service Sanitation Certification required.

Preferred: 

• Supervisory experience preferred.
• Knowledge of computer systems, cash register operations preferred.

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.