Guest Services Lead

GUEST SERVICES LEAD (Open)

Employment Status: Full time

Shift: Day (United States of America)

Facility: 4348 Electric Rd - Roanoke

• Assist Manager in daily operations of Guest Services desks to ensure quality service.
• Coordinate Guest Services scheduling to maintain appropriate staffing levels and provide fill-in coverage for shortages.
• Oversee day-to-day activities of guest services desks and lobby areas.
• Assist in employee interviews, new hire orientation, and training.
• Conduct facility tours for community members and OB patients.
• Collaborate with Manager to implement customer service improvements and practice the SERVE-U philosophy.
• Enforce hospital and department policies and procedures, and update them in a timely manner.
• Act as mentor for staff and volunteers on customer service practices and process improvements.
• Build positive relationships with volunteers supporting department functions.
• Communicate in a timely and appropriate manner across the team.
• Ensure adequate staffing coverage for Guest Services and assisted parking locations.
• Provide fill-in coverage for Guest Services and parking staff as needed.
• Maintain clear staging areas and smooth traffic flow in and out of the hospital.
• Participate in staff meetings, including conducting them when appropriate.
• Assist in budget-related analysis, such as monitoring overtime and supply ordering.
• Identify process improvement opportunities for Guest Services and Parking and implement new processes with manager.
• Create an environment of continuous performance improvement, monitoring productivity and identifying actions for improvement.
• Lead customer service initiatives by modeling Carilion Clinic values and incorporating enhanced approaches for patients, visitors, and customers.
• Perform Kronos time‑keeping entries each pay period.
• Contribute to staff performance evaluations during the new hire interview process.

• Education: High school diploma or GED required;
  Associate degree in business or related field preferred.
• Experience: Minimum 3 years of related experience, with demonstrated customer service skills and knowledge.
• Other
  
  Minimum Qualifications:
  
  Strong verbal, written, and presentation skills; effective interpersonal, communication, and teamwork abilities; ability to handle multiple projects and deadlines; sufficient computer skills to meet key objectives.

Compensation Range: $16.18 - $22.65 per hour. Pay is based on qualifications, credentials, education, and prior work experience. This range does not include benefits or pension plan.

Recruiter: KATHRYN LUSHER | Email: kjlusher

• Comprehensive Medical, Dental, & Vision benefits.
• Employer‑Funded Pension Plan (vested after five years) and voluntary 403(b) plan.
• Paid Time Off (accrued from day one).
• On‑site fitness studios and discounts to Carilion Wellness centers.
• Access to health and wellness app, Personify Health.
• Discounts on childcare.
• Continued education and training opportunities.
• Other well‑being resources and perks to support a healthy lifestyle.

Carilion Clinic is an Equal Opportunity

Employer:

We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. Carilion is a Drug‑Free Workplace.