Guest Services Representative

About the role

Guest Relations Representative will act as liaison to Hospital departments when called upon and assist patients and visitors with non-medical requests. Shifts include evenings, midnights, weekends and holidays.

Responsibilities

• Assist patients and visitors with non-medical requests such as: information, directions, hotel and dining recommendations and reservations, business services, transportation, travel arrangements, mailing and shipping items, lost and found and other guest service related requests
• Meet the immediate needs of patients and visitors coming to the hospital such as greeting, assisting guests with non-medical requests, information, directions, and way-finding
• Perform visitor control, monitoring waiting areas, and other guest related duties
• Introduce self by name and job title when speaking in person or by telephone to patients, their families and others
• Confers with guests in person or by telephone to provide information, take or enter requests, refer unresolved customer concerns to designated department for further investigation and then follow through for loop closure
• Maintain an acceptable level of order, control, and safety in assigned work area by enforcing Hospital Policies and Procedures
• Protect patients, visitors and employees from harm and reasonable fear of harm
• Include data tracking and report development
• In the event of disaster or threat to the hospital, convert to a security role
• Report patient safety concerns and hazardous conditions in a timely and appropriate manner

Qualifications

• Ability to listen carefully and anticipate guest needs
• Possess basic computer skills
• Speak and communicate clearly, professionally and tactfully
• Ability to multi-task
• Time management and problem solving skills
• Ability to work with minimal supervision
• Strong interpersonal skills
• Excellent documentation skills
• Demonstrates honesty, discretion in conduct, and confidentiality in conversations in all areas of work environment