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