Guest Services Concierge

Job Overview:

This position is responsible for enhancing the patient and guest experience. The Guest Services Concierge responds to the needs of the patients and guests by providing a centralized on-demand service that addresses non-clinical needs. The Guest Services Concierge assist patients and guests with information/coordination of services, daily in-house and errand running and store purchases. Guest Services Concierge offers both complimentary and nominal fee services, assisting patients and guest to have the best hospital experience possible. The Guest Services Concierge also helps with connecting patients and guests to additional TriHealth resources across the continuum of care. The Guest Services Concierge reports to the manager of Patient Experience.

Hours:

1 day per weekend. The hours are 10:30am-11:00pm.

Job Requirements:

High School Diploma or GED Degree in Hospitality/Healthcare Field (Required)
1 - 2 years experience Customer Service or related service industry (Required) 
1 - 2 years experience Customer Service Hospitality Management Customer Experience and Customer Service (Required)
Computer literate 
Articulate 
Professional appearance 
Participates in councils, committees, and looks for additional ways to S.E.R.V.E.
Basic Life Support (BLS) Required

Job Responsibilities:

Acts as a team member of Guest Services, part of the signature TriHealth first impression and will display behaviors such as warm welcoming, acknowledging every guest, proactively asking if there is anything else to help with, helping lost guests find their way, etc. 
Coordinates incoming requests for service, effectively prioritizing in an effort to meet internal customer needs as well as the needs of our patients and visitors. This includes effectively communicating timeframes and setting a high level of expectation and delivering on that expectation as it pertains to customers 
Demonstrates a positive attitude and professional demeanor, serving as an ambassador for the hospital and encouraging other employees to do the same. This outcome will be evidenced by rounding from the immediate supervisor and noted in monthly meetings, coaching sessions, as well as the yearly performance evaluation system. 
Provides non-clinical support services to patients/families/guests, i.e. information/coordination of hospital services, information about local area amenities, business services, entertainment, etc. 
The Concierge will serve as an on-call notary service for internal customers, patients and visitors in addition to their daily tasks.

Other Related Information:

A primary work location will be assigned but occasionally the Guest Services Concierge will be asked to float to other locations across the system in order to meet internal customer needs as well as the staffing needs of the department

Working Conditions:

Bending - Frequently 
Climbing - Rarely 
Concentrating - Consistently 
Continuous Learning - Frequently 
Hearing: Conversation - Frequently 
Hearing: Other Sounds - Frequently 
Interpersonal Communication - Frequently 
Kneeling - Occasionally 
Lifting <10 Lbs. - Occasionally
Lifting 50+ Lbs. - Rarely 
Lifting <50 Lbs. - Occasionally
Pulling - Rarely 
Pushing - Occasionally 
Reaching - Rarely 
Reading - Consistently 
Sitting - Occasionally 
Standing - Consistently 
Stooping - Rarely 
Talking - Consistently 
Thinking/Reasoning - Consistently 
Use of Hands - Consistently 
Color Vision - Consistently 
Visual Acuity: Far - 
Visual Acuity: Near - 
Walking - Frequently

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:

Serve: ALWAYS... 
• Welcome everyone by making eye contact, greeting with a smile, and saying "hello" 
• Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist 
• Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel: ALWAYS... 
• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met 
• Offer patients and guests priority when waiting (lines, elevators) 
• Work on improving quality, safety, and service

Respect: ALWAYS... 
• Respect cultural and spiritual differences and honor individual preferences. 
• Respect everyone's opinion and contribution, regardless of title/role. 
• Speak positively about my team members and other departments in front of patients and guests.

Value: AL