What are the responsibilities and job description for the Guest Services Concierge position at TriHealth?
Job Overview
JOB DESCRIPTION
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: Weekends only
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...
JOB DESCRIPTION
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: Weekends only
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
- 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 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 the time of others by striving to be on time, prepared and actively participating.
- Pick up trash, ensuring the physical environment is clean and safe.
- Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.
- Acknowledge wins and frequently thank team members and others for contributions.
- Show courtesy and compassion with customers, team members and the community