AVP, Hospitality Operations

At Cooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies and research protocols. We have a commitment to our employees to provide competitive rates and compensation programs. Cooper offers full and part-time employees a comprehensive benefits program, including health, dental, vision, life, disability, and retirement. We also provide attractive working conditions and opportunities for career growth through professional development.

The AVP of Hospitality Services will provide senior leadership and operational oversight for a broad portfolio of hospitality and support service functions—including environmental services, linen and laundry, food and nutrition, patient transport, and retail operations—across both Camden and Cape locations within a complex, matrixed, union and non‑union environment

The AVP, Hospitality Operations

• Provides senior leadership and ensures the overall effective and efficient delivery of services for support service departments across the enterprise (Cooper Camden and Cooper Cape) including environmental services, linen & laundry, food & nutrition, patient transport, and retail services. 
• Ensures the highest level of quality, service, professionalism, empathy, and engagement throughout span of control. Actively manages engagement through rounding and ensuring leadership must-haves are in place and staff follow the Cooper experience standards consistently.
• Maintains a “success is never final” perspective. Continually seeks out ways to improve or enhance services and processes. Provides sincere consideration and timely follow up to customer concerns and suggestion for improvement.  Utilizes resources and data (Industry, Technical, Studer, Press Ganey, NRC, Joint Commission, etc.) to maximize results.
• Department FTEs and expenses are managed throughout span of control. Variances are justified and tracked. Creative solutions are implemented to address unanticipated expenses and to maintain budget. Monitors and manages benchmarking and incorporates into improvement plans. Utilizes Position Management Committee process. 
• Actively manages staff engagement, ensures that rounding is used effectively, plans are in place and executed to maintain and/or improve employee engagement
• Maintains a constant state of readiness and compliance with accreditation and regulatory standards. Active plans in place to address any deficiencies
• Full oversight and management of vendor contracts including but not limited to environmental services, food and nutrition, retail, and laundry. Holds vendor and Cooper accountable to all terms and conditions. Keeps SVP informed of any gaps in performance and discusses appropriate follow up and action. 
• As a member of the senior leadership team, effectively collaborates with other leaders and stakeholders to address opportunities and support the overall success of the organization.  
• Actively supports organizational initiatives and priorities. Participates in community and organizational events. 
• Accepts and completes other projects as assigned to advance the strategic initiatives and support the overall success of the organization 

• At least 5 years healthcare operations leadership experience, successfully managing in complex environment.
• Technical experience and industry knowledge in Food & Nutrition, Environmental Services, Patient Transport, and Hospital Operations is helpful

• BA/BS Business, Healthcare Management, Business, or related field. Masters Preferred

• Valid Driver’s License

• Must have effective written and verbal communication skills and the ability to present information clearly and professionally
• Strong interpersonal skills and the ability to effectively connect with patients, guests, staff, and physicians is required
• Must have excellent time management and organizational skills
• Must have strong analytical and problem-solving skills
• Must have excellent project management skills
• Must have excellent financial management skills
• Must be result and outcomes driven
• Must be able to operate and thrive in a matrixed environment and manage multiple superior relationships