Guest Services Manager is responsible for managing concierge services and operations. Ensures concierge services help guests with reservations, travel arrangements, and suggestions for attractions or activities. Being a Guest Services Manager coaches concierge staff in customer service, and handles escalated customer service issues as needed. Monitors staff scheduling and shifts. Additionally, Guest Services Manager coordinates with hotel departments to deliver customer satisfaction and resolve problems. May require an associate degree or equivalent. Typically reports to a head of a unit/department. The Guest Services Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Guest Services Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
Job Summary: Areas of Coverage include: Courtesy Car, Visitor Information Desk, Surgery Waiting, Birthplace Reception and Emergency Department. Employees will cover al areas and shifts will include day, evening and holiday rotations. Employees duties include, but are not limited to; Greeting visitors, answering telephones and escorting visitors to Emergency Department Treatment rooms. Providing appropriate patient information in a customer friendly manner to patients, visitors, families, and staff members regarding location of patients, and visitation policies for in-house and patients in the hospital. Communicates effectively with CRMC staff and visitors, and escalates potential complaints to Patient Representatives.
Qualifications: High School education or equivalent with at least 1 year experience in a position requiring customer service skills and contact with the public. Must be level headed, mature, have excellent customer service and verbal communication skills, speak clearly and have the ability to multi-task and deal with the public diplomatically. Must have a valid NC Driver's License.
EOE AA M/F/Vet/Disability
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