CONCIERGE-PRN

Supervisory-Specific Performance Expectations, Duties, and Responsibilities

N/A

Position-Specific Performance Expectations, Duties, And Responsibilities

• Achieve an “everything is my job” attitude towards daily work activities.
• Show above-average communication skills with a solid grasp of proper grammar and a strong command of the English language.
• Communicate pleasantly with a broad range of guests with a variety of needs.
• Be proactive, approachable, and solution-focused.
• Develop, implement, and monitor scripting tools to be utilized throughout the hospital in accordance with service excellence programs.
• Show strong conflict resolution skills and the ability to de-escalate angry or displeased guests.
• Be proficient in the Microsoft Office platform with an ability to create basic Excel spreadsheets and maximize Word capability.
• Collaborate and work effectively with diverse personalities and skill sets to achieve common goals.
• Maintain an outstanding attendance record.
• Understand the organizational structure and be capable of determining what situations require the assistance or support of management and what situations should be handled at the concierge level.
• Comfortable with empowerment to make decisions and take action with the best interest of MRH in mind.
• Understand the importance of building and maintaining knowledge of community venues, establishments, and events in order to provide exceptional assistance to visitors, guests, and employees.
• Set an example for customer service for all employees to emulate.
• Make recommendations for new/additional services and amenities based on customer feedback.
• Champion and cheerlead for MRH – not only at the hospital, but when representing MRH in the community.
• Seek an understanding of MRH’s strategic plan expectations and be willing to proactively identify and seek resolutions when something is not up to standard.
• Uphold dress code standards without fail.
• Develop strong relationships with area businesses to ensure the best service for MRH visitors and guests who are referred to said businesses.
• Develop a thorough understanding of all key services and amenities and possess the ability to deliver service or information about service in an exceptional and timely manner.
• Serve as a primary resource for visitors and guests seeking information, assistance, or recommendations and is a liaison between guests and other departments in an effort to provide an exceptional experience.
• Perform other duties as assigned.

Organization-Specific Performance Expectations, Duties, And Responsibilities

• Full commitment to the CHOICE values of MRH and consistently represent the organization in a positive, professional manner.
• Establish and maintain effective verbal and written communication, fostering positive working relationships with patients, staff, and vendors.
• Adhere to the MRH attire and dress code in accordance with organizational policies and procedures.
• Show initiative and self-motivation; maintain a consistent level of productivity and manage time and responsibilities effectively.
• Complete all required annual education, training, in-services, and licensure/certification updates; actively participate in departmental and organizational meetings or reviews meeting minutes as required.
• Maintain strict patient confidentiality at all times.
• Report to work punctually and complete assigned duties within established timeframes.
• Actively contribute to departmental and organization-wide performance improvement and continuous quality initiatives.
• Ensure compliance with all regulatory requirements, maintaining adherence to departmental, hospital, state, and federal standards and policies.
• Follow all infection control, safety, and risk management procedures to maintain a safe environment for patients, the public, and staff.

Qualifications

• At least 18 years of age (21 for positions requiring driving, with a valid driver’s license).
• Legally authorized to work in the United States.
• Successfully pass a background check.
• Successfully pass a pre-employment drug screen and breath alcohol test (if applicable).
• Complete an Employee Health meeting prior to starting employment.