Guest Services Concierge

Job Title

The Guest Services Concierge provides personalized services to guests and patients following guidelines, policies, and procedures.

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.

Qualifications

• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - Less than 1 Year of Experience