Guest Services Agent

Guest Services Concierge The Guest Services Concierge provides personalized services to guests and patients following guidelines, policies, and procedures. Our Core Values are: We serve faithfully by doing what's right with a joyful heart. We never settle by constantly striving for better. We are in it together by supporting one another and those we serve. We make an impact by taking initiative and delivering exceptional experience. Essential Functions of the Role: Greets patients, families and visitors in a friendly professional manner. Answers questions and lists local amenities. These include dining, local hotels, restaurants, flower shops, bus schedules, airline information, car rental services, and pharmacies. Identifies and reports visitors, guests and patients needs. Resolves customer issues or escalates to supervisor, as required. Provides escorts for patients and visitors to hard-to-find hospital areas. Refers patients and visitors to services that address their needs and concerns. Maintains standards of customer service excellence. Maintains current information and materials regarding facilities, services and local restaurants and attractions. Cleans and reports the status of assigned equipment. Maintains cleanliness of the lobby and surrounding areas. Key Success Factors: Knowledge of methods and benefits for providing customer service. Good verbal communication and non-verbal effective listening skills. Skilled in the use of computers and related software applications. Ability to establish and maintain effective working relationships. Ability to focus on crucial patient and guest details. Ability to diffuse anger, collect information and resolve complaints. Passion for serving others and delivering exceptional customer service. Serve as the first point of contact for patients, visitors, and guests, creating a welcoming and professional experience upon arrival. Frequently stand and walk for extended periods throughout the workday. Flexible schedule with the ability to work rotating shifts, weekends, and holidays. Previous customer service, hospitality, concierge, guest services, or healthcare experience preferred. Belonging Statement: We believe that all people should feel welcomed, valued and supported. Qualifications: Education - H.S. Diploma/GED Equivalent Experience - Less than 1 Year of Experience Baylor University Medical Center