Guest Services Manager - Volunteer Services

This role supports a positive experience for patients, families, visitors, volunteers, and guests through effective leadership of hospitality-focused functions including Volunteer Services, Hospitality House, Gift Shop operations, Conference Center coordination, and related guest support activities. 2. Provides leadership and operational oversight for: Volunteer Services, Hospitality House, Gift Shop operations, Conference Center scheduling and coordination, and Guest support and hospitality initiatives.

Position Overview:

• Department: Volunteer Services 
• Schedule: Monday through Friday
• Work Location: UAB St. Vincent's Birmingham
• Benefits for eligible positions only include: generous paid time off, paid parental leave, Associate Assistance Program, Tuition Reimbursement Program, and more 

What You Will Do:

Responsible for the oversight, coordination, and daily operations of guest and hospitality-related services throughout UAB St. Vincent’s Birmingham. This role supports a positive experience for patients, families, visitors, volunteers, and guests through effective leadership of hospitality-focused functions including Volunteer Services, Hospitality House, Gift Shop operations, Conference Center coordination, and related guest support activities. Ensures service excellence, operational continuity, and alignment with organizational values and service standards.

 

1. Oversees the daily operations of guest and hospitality-related services across the organization
2. Provides leadership and operational oversight for: Volunteer Services, Hospitality House, Gift Shop operations, Conference Center scheduling and coordination, and Guest support and hospitality initiatives.
3. Coordinates conference center scheduling, operational support, and customer service activities for internal and external events
4. Develops and maintains strong relationships with volunteers, staff, patients, families, and community partners
5. Assists in resolving guest, visitor, and patient concerns in a timely and service-oriented manner
6. Ensures hospitality and guest service standards are consistently maintained
7. Oversees staffing, scheduling, onboarding, coaching, and performance management for assigned team members
8. Supports recruitment, engagement, and retention efforts for volunteer programs and hospitality-related functions
9. Develops and implements process improvement initiatives to enhance guest experience and operational efficiency
10. Assists with budgeting, expense management, and fiscal oversight for assigned departments
11. Maintains compliance with organizational policies, regulatory requirements, and applicable operational standards
12. Participates in organizational committees, special projects, and guest experience initiatives as assigned
13. Performs other duties as assigned.

What You Will Need:

Minimum Requirements:

• Bachelor’s degree in Healthcare Administration, Business Administration, Hospitality Management, or related field required
• Minimum three (3) years of progressive leadership or management experience in hospitality, guest services, healthcare operations, volunteer services, or related field required
• Strong interpersonal, organizational, and customer service skills required
• Experience leading teams and coordinating service-oriented operations preferred

Additional Preferences:

No Additional Preferences

About UAB St. Vincent’s:

UAB St. Vincent’s, a proud part of UAB Medicine, is a trusted provider of health care, serving Alabama for more than 125 years. With five hospitals and numerous clinics, we're a health care community deeply rooted in compassion, service, and respect for all, guided by the rich legacy of the St. Vincent’s name. We're committed to extending kindness and personalized care to patients, their families, and each other. We address the physical, psychological, social, and spiritual needs of our patients. We believe in the power of teamwork and unity, and foster a collaborative spirit among our more than 4,800 employees. As one of Alabama’s best hospitals as recognized by U.S. News & World Report, improving the health and lives of those we serve is at the heart of our mission. Join us in continuing our legacy of service and healing in central Alabama, where we can make a lasting impact together.