Guest Services Concierge

Guest Services Concierge

Join to apply for the Guest Services Concierge role at Tri Health

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 assists 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 Tri Health resources across the continuum of care. The Guest Services Concierge reports to the manager of Patient Experience.

Weekends only

• 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

• Acts as a team member of Guest Services, part of the signature Tri Health 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 time frames 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.

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.

• Bending — Frequently
• Climbing — Rarely
• Concentrating — Consistently
• Continuous Learning — Frequently
• Hearing:
  Conversation — Frequently
• Hearing:
  Other Sounds — Frequently
• Interpersonal Communication — Frequently
• Kneeling — Occasionally
• Lifting