Guest Services Representative

Guest Services Representative

The Guest Services Representative is responsible for providing exceptional service to patients and guests to ensure a positive experience within a hospital setting. This role involves greeting guests, handling inquiries, resolving concerns, and assisting with various guest needs. The ideal candidate is friendly, professional, and dedicated to maintaining high standards of hospitality.

Responsibilities

Essential Functions Core Responsibilities:

• Greets and welcomes guests promptly upon arrival
• Assists guests with check-in procedures by providing visitor badge
• Displays a caring attitude as well as sensitivity to the needs/concerns of customers
• Escorts guests to their in-hospital destinations as needed.
• Responds to guest/team members' inquiries and requests in a timely manner
• Maintains current knowledge of hospital personnel, departments, and their locations in order to assist guests in a timely manner
• Makes rounds on a regular basis of patient areas to identify and meet patient/visitor needs.

Administrative Tasks:

• Maintains accurate records of guest interactions via FastPass system
• Maintains excellent working relationships with all hospital staff, management, and departments such as Volunteers, Care Management, and Home Health.
• Assists Care Management with transportation and hotel /flight arrangements for patients and their families.

Communication:

• Communicates effectively with guests, team members, and management
• Keeps the leadership team informed of any significant issues or unusual situations

General Duties:

• Presents a professional image in dress, hygiene and communications skills.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards.
• Ability to work in a fast-paced environment with minimal supervision.
• Demonstrates flexibility with work schedule by adapting hours and shifts to meet business needs, including evenings, weekends, and holidays as necessary.
• Maintains compliance with all Orlando Health policies and procedures.

Other Related Functions:

• Attends in services/meetings as required.
• Completes all mandatory education.
• Assumes the responsibility for professional growth and development
• Other duties as assigned.

Qualifications

Education/ Training High School diploma or equivalent. Licensure/Certification None. Experience Two (2) years of experience in a customer service setting.