Manager of Guest Relations

Join our team as a day shift, full-time, Manager of Guest Relations in Tyler, TX. 

Why Join Us? 

Thrive in a People-First Environment and Make Healthcare Better 

• Thrive: We empower our team with career growth opportunities, tuition assistance, and resources that support your wellness, education, and financial well-being. 

• People-First: We prioritize your well-being with paid time off, comprehensive health benefits, and a supportive, inclusive culture where you are valued and cared for. 

• Make Healthcare Better: We use advanced technology to support our team and enhance patient care. 

Get to Know Your Team: 

• UT Health Tyler, the flagship hospital of the system, has 432 licensed beds specializing in advanced acute care medicine. Our hospital includes a 24-hour ER with Level 1 trauma center, a comprehensive stroke center, more than 500 physicians and a full complement of subspecialty groups.

• Integrating the services of Gift Shop and Concierge, with the hospital’s primary functions and goals
• Coordinating/integrating inter/intradepartmental services
• Developing/implementing policies and procedures that guide/support services to reflect current business practice.
• Continuously assess and improve departmental performance and maintain appropriate quality control programs
• Recommend space/other resources needed by the department and monitor operating expenses and revenue in line with budget expectations while maintaining stock in retail areas
• Constantly evaluating how we can improve guest and patient experience.
• Demonstrates knowledge of role in Emergency Preparedness Program and participates in drills, as appropriate.
• Sits on EOC committee and Employee engagement committee.
• Shares responsibility for effective, courteous and professional service across managed departments
• Performs feedback on engagement results and conducts action planning sessions in concert with HR for successful employee engagement
• Maintains budgeted FTE equivalent for responsible department. Assists in the management of the department budget planning process with Assistant Administrator and provide recommendations and needed staffing structures for each department.
• Manages staff behavior and conduct annual performance reviews
• Determining staff qualifications and competence and ensures staff receive necessary and continuing training for effective and efficient patient/guest service
• Initiate, develop and grow relationships with all departments to establish effective external and internal communication.
• Maintain membership and cadence for the Volunteer Committee to drive growth and satisfaction within the Volunteer Program
• Be primary leader of Volunteer Program including selection, onboarding, and events coordination with the support of the volunteer committee
• Support student shadowing programs at UT Health Tyler
• Additional projects as assigned

Education:

• Bachelor’s degree
• 3-5 years’ experience managing and leading teams 
• Experience retail, customer service, or volunteer coordination strong preferred.

Experience:

• Excellent organizational skills including managing multiple priorities and projects at once
• Provide professional and courteous customer service in high stress situation
• Strong written and verbal communication skills
• Experience presenting and leading in goals and change management
• Manage emergency situations with quick and accurate decision making
• Ability to handle multiple tasks at the same time
• Ability to embrace the client relationship to guide decisions and actions
• Demonstrates good teamwork

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