Guest Services Representative - Info Desk
Description
Summary:
Exemplifies standards of hospitality and service to all of our internal and external customers. Greets and directs visitors, residents and their families to their destination, and is a resource for information and guidance. Always provides exceptional customer service with every interaction. Monitors front door entrance to ensure resident safety. Ensures that visitors sign in/out of visiting log. Clerical duties as assigned.
Responsibilities:
1.Greets all guests entering lobby with a sincere greeting, exhibiting proper guest relations skills and a positive approachable attitude with every interaction.
2.Assists guests in looking up resident location information in accordance with policies and procedures (ie. HIPPA, security, etc).
3.Proactively assists guests in obtaining a wheelchair, provides general assistance, or accompanies them to their destination as appropriate.
4.Takes the initiative to maintain a safe and attractive environment within the facility and immediate property.
5.Notifies security of any suspicious person or behavior, accident or circumstance that may cause damage or injury.
6.Provides direction or assistance to those in the lobby to ensure their safety and the safety of others.
7.Works closely with staff to comfort families in an effort to stabilize highly emotional situations.
8.Handles complaints real time within the department. Channels complaints or problems to appropriate staff; assists in resolving conflicts and acts as an intermediary between patients/residents, families and staff.
9.Provides concierge services to patients/residents and visitors as appropriate
10.Offers assistance with guest complaints/concerns by maintaining knowledge of resources and service recovery procedures.
11.Maintains knowledge of all system-wide services to assist guests in any way possible.
12.Provides information regarding local accommodations, travel, restaurant, directions, etc.
13.Displays a caring and courteous attitude and represents the hospital in a positive manner to all persons noted above.
14.Promotes and contributes positively to intra-departmental and inter-departmental relationships.
15.Maintains the confidentiality of employees and departmental information with no infractions.
16.Promotes a safe and efficient working environment by adhering to hospital and department policies and procedures.
17.Adheres to Infection Control and Quality Assurance Policies and Procedures at all times.
18.Maintains appearance of work area(s) according to department standards at all times.
19.Adheres to all safety regulations reporting any variances to supervisor immediately.
20.Attends and actively participates in all in-services as required.
21.Reports all incidents, irregularities, unsafe conditions, equipment and/or unusual occurrences to supervisor immediately.
22.Monitors residents to ensure that high risk for elopement residents do not leave the facility.
23.Monitors residents who are sitting out in the front of the building.
24.Monitors residents via screen who are in courtyard.
25.Clerical functions as assigned.
26.Other duties as assigned.
27.Answering facility main phone line and appropriately transferring calls.
Other Information:
High School Diploma or equivalent is required
Company: Vassar Brothers Medical Center
Org Unit: 1839
Department: Info Desk
Exempt: No
Salary Range: $17.00 - $21.00 Hourly - based off experience