Hospitality Associate

Job Summary

The Hospitality Associate provides support to patients, their families and other guests throughout the hospital. They serve as a resource, oversee Lost and Found functions, conduct bedside rounding to support patient, family members and guests, resolving issues and look for opportunities to enhance the Beaumont experience. The Hospitality Associates communicate with Hospital leaders to resolve issues and communicate as appropriate. They also participate in event planning & execution for various celebrations for patients and families (weddings, baby showers, birthdays, etc.) and support the guest apartment scheduling and maintenance.

Essential Functions

• Presents an excellent first impression to all customers by greeting promptly with a warm and friendly reception.
• Provides Hospital way-finding for patients and visitors.
• Supports patient, family, guest information needs, including appropriate hospital resources to assist in problem resolution.
• Maintains a clean and tidy entrance space.
• Always maintains professionalism and diplomacy, following specific standards as defined in the department professionalism policy.
• Performs Service Recovery and conflict resolution for unhappy guests. Works with Service Excellence to support positive outcomes and resolution to customer needs.
• Rounds hourly through-out the hospital to seek out service opportunities and resolve as appropriate. Performs Service Recovery and conflict resolution for unhappy guests. Works with Service Excellence to support positive outcomes and resolution to customer needs.
• Supports VIP room amenities and service as needed. Collaborates with the Beaumont Foundation.
• Organizes event planning activities for weddings, baby showers, birthdays, celebrations as needed to support patients and families while hospitalized.
• Performs unit specific tasks
• Presents information at Pre-surgical classes.
• Rounds daily on every inpatient and identify opportunities for service recovery, compliments, and such, based on patient and guest feedback. Takes appropriate action and communicate to leadership as needed.
• Makes discharge follow up calls.
• Acts as a service resource to patients and families throughout their Beaumont experience.
• Women & Children’s Division - Manages/prepares miscellaneous reports, schedules and paperwork.
• Works closely with Environmental Services Attendants and Supervisors to assure reception & patient room spaces are clean, tidy and welcoming.
• Supports Destination Medicine program, for patients traveling from outside Oakland, Wayne or Macomb county areas, as needed to facilitate patient and family travel to Beaumont. Supports patients and guests during their time on campus. Schedules lodging as needed. Places follow up calls to assure that the experience was seamless.
• As needed coverage:
• Surgical areas: Provides liaison activities between the clinical staff and the patient companions. Problem solves, assists with communication as appropriate. Applies wristbands to patients utilizing patient identification procedure to assure accuracy. Prepares patient charts. Reviews/obtains/witnesses hospital consent forms, and Notice of Privacy Practices with patient/family, issues Medicare Letter as required by Government mandates. Seeks support from Registration team as necessary to manage these tasks and answer questions.
• Welcome/Information desks: Provides directions and patient room numbers to guests. Coordinates patient transportation needs, cab vouchers, etc. Works closely with volunteer staff and other hospital employees to provide support to patients, family members and other guests.
• Assists with Lost and Found services as needed.
• Assists patients and families in and out of their vehicles as needed at the hospital entrances.
• Assists with cab, bus vouchers and other transportation as needed.
• Utilizes effective communication skills to incorporate specific age, culture and developmental needs.

Qualifications

Required

• High School Diploma or equivalent
• Completion of department-based training with demonstrated competence.
• 2 years of relevant experience 2-5 years of work experience in service related role

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.