Concierge

Compensation

Salary Range: $24.50 - $26.00 per hour

Salary Range above represents the lowest possible rate for the position and the highest possible rate. Factors that may be used to determine where newly hired employees will be placed in the pay range include the employee specific skills and qualifications, relevant years of experience and comparison to other employees already in this role. Most often, a newly hired employee will be placed below the midpoint of the range.

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Position Overview:

Through a presence and role in the lobbies and public areas, the Concierge promotes an overall culture of safety, service excellence and authentic hospitality by providing concierge services to our guests. The Concierge serves as a greeter, screener, and navigator to those entering the hospital and serves as a conduit for patients to the admitting staff or the relevant service line.

The Concierge contributes to the guest experience by working directly with our teams in Admitting, Valet, Auxiliary and Security. The Concierge demonstrates superb customer services standards while engaging individuals and assisting them with a caring and compassionate demeanor during their visits to Community Memorial Healthcare. The Concierge also educates and is able to transfer these customer service skills to other staff.

This is a mobile position throughout the facility who utilizes mobile devices to facilitate service requests.

Required:

• High School Diploma or equivalent (GED)
• Two (2) years of experience in a guest relations/customer service position in a professional environment
• Bilingual in English and Spanish
• Excellent written and verbal communication skills
• Ability to operate mobile devices and computers
• Maintains a valid California Driver's License
• Maintains a current Motor Vehicle Report (MVR) that meets insurability requirements under Community Memorial Healthcare's coverage

Preferred:

• Bachelor's degree in communications or a related field
• Four (4) years of experience in a guest relations/customer service position in a professional environment
• Additional multilingual skills beyond English and Spanish

Essential Functions and Responsibilities:

• As requested, the edits are listed top to bottom without numbers or bullets:
• As owner of the guest experience, provides hospitality, general information, and way finding to guests arriving at the hospital, those in the lobbies, waiting rooms, and all public areas of the hospital.
• Promotes service excellence and quality concierge services by assisting guests with any non-clinical needs they may have.
• Serves as the first line of defense and security presence by screening and managing front drive and lobby activity to minimize congestion and noise and to enhance a welcoming and safe environment.
• Coordinates parking support in collaboration with Security for those who medically may require assistance.
• Demonstrates familiarity with all safety, emergency, and building access policies and procedures and is able to implement them as needed.
• As this position is a dynamic role, a mobile phone and/or mobile device will be used for communications.
• Efficiently answers all incoming calls with an appropriate greeting and routes calls or takes, distributes, assigns, or acts on calls while providing a high level of service.
• Acts as a “navigator” to help guide guests during the hospital experience. This includes, but is not limited to, providing parking guidance, personally escorting guests as often as business levels allow, and/or walking guests to the escort desk and introducing them to their escort.
• Maintains a positive working relationship with the department’s volunteers in our Auxiliary Department, providing assistance as needed.
• Answers questions regarding the healthcare campus, services, and the community.
• Takes ownership of all guest concerns, solving issues personally when possible and escalating through the chain of command as needed.
• Keeps the Lead/Supervisor aware and involved in any concerns or complaints.
• For patient concerns, relays pertinent…