Hospitality Associate

Job Summary

The Hospitality Associate provides support to patients, their families and other guests throughout the hospital. They serve as a resource, oversee Lost and Found functions, conduct bedside rounding to support patient, family members and guests, resolving issues and look for opportunities to enhance the Corewell experience. The Hospitality Associates communicate with Hospital leaders to resolve issues and communicate as appropriate. They also participate in event planning & execution for various celebrations for patients and families (weddings, baby showers, birthdays, etc.) and support the guest department scheduling and maintenance.

Essential Functions

Present an excellent first impression to all customers by greeting promptly with a warm and friendly reception.

Provide Hospital way-finding for patients and visitors.

Support patient, family, guest information needs, including appropriate hospital resources to assist in problem resolution.

Maintain a clean and tidy first impression. Clean the lobbies, entrances and outside the doorways.

Maintain professionalism and diplomacy at all times, following specific standards as defined in the department professionalism policy.

Assist patients and families in and out of their vehicles as needed at the hospital entrances. Maintain proper traffic controls at entrances to avoid congestion and prohibit illegal parking. Work with the Security & Valet teams as needed.

Perform Service Recovery and conflict resolution for unhappy guests. Work with Service Excellence to support positive outcomes and resolution to customer needs.

Round throughout the hospital and campus to locate wheelchairs and scooters. Clean them daily and tag for repair as needed. Maintain appropriate volumes of chairs and scooters at each active entrance.

Surgical areas: Provide liaison activities between the clinical staff, physicians, and the patient companions. Problem solve, assist with communication as appropriate. Enter text page phone numbers for family members to be updated throughout the surgical procedure.

Emergency Dept: Entrance: At entrance presents an excellent first impression to all customers by greeting promptly with a warm and friendly reception, provides information and assists patients in and out of vehicle. Unit: Rounds hourly through-out the unit to seek out service opportunities and resolve as appropriate. Provide liaison activities between the clinical staff and the patient companions. Performs Service Recovery and conflict resolution for unhappy guests. Works with Service Excellence to support positive outcomes and resolution to customer needs. Provide comfort items as needed.

Assist with cab, bus vouchers and other transportation as needed.

Organizes event planning activities for weddings, baby showers, birthdays, celebrations as needed to support patients and families while hospitalized.

Regularly provides direction and guidance to volunteer staff with courtesy and tact. Provides orientation and training to new volunteer staff as requested.

Works closely with Environmental Services Attendants and Supervisors to assure reception & patient room spaces are clean, tidy and welcoming.

If applicable: Lost & Found: Identify lost items, perform a thorough search for the owner and return items as possible.

Return items via pick-up or mail; After a month donate or dispose of items, per established policy based on item type, without an identified owner; Manage all items in a very organized manner.

Actively participates in safety initiatives and risk mitigating measures where appropriate and completes all position and unit safety related competencies and requirements on a timely basis.

Performs other duties as assigned.

Qualifications

Required

• High school diploma or equivalent.
• Some college required
• 2 years of relevant experience

Preferred

• College degree

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members, and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health Cares For You

• Comprehensive benefits package to meet your financial, health, and work/life balance goals.
• On-demand pay program powered by Payactiv
• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
• Optional identity theft protection, home and auto insurance
• Traditional and Roth retirement options with service contribution and match savings
• Eligibility for benefits is determined by employment type and status

Primary Location SITE - Farmington Hills Hospital- 28050 Grand River Ave - Farmington Hills

Department Name Guest Services - Farmington Hills Hosp

Employment Type Full time

Shift Day (United States of America)

Weekly Scheduled Hours 40

Hours of Work 2 p.m to 10:30 p.m

Days Worked Monday to Friday

Weekend Frequency Every other weekend