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)
POSITION SUMMARY: The Manager, Guest Services for the UW Health Northern Illinois Volunteer Services, Escorts and Valet supports the execution of strategic goals and objectives for Volunteer Services, Escorts and Valet. Under the direction of the Senior Director of Quality and Patient Experience, the manager is involved in overall program management to include system management and maintenance, identification of opportunities for improvement, providing coaching and education to support volunteer processes, escort and valet services, implementing innovative strategies that promote delivering a remarkable experience, and serves as a liaison between UW Health Northern Illinois and external partners to develop partnerships and best practices. The position’s major responsibility is to lead the development, successful implementation, and ongoing operations of volunteer services programs, escort services and valet across UW Health Northern Illinois to enhance the patient experience. The Manager will accomplish this by ensuring the successful implementation of processes, financial management, operations, and human resource optimization. The Manager forges strategic partnerships with UW Health Northern Illinois department leaders, community leaders, and organizations to position the volunteer services program as the region’s preferred volunteer program in healthcare. This includes the implementation and advancement of current and new programs, relationships across the system, and community partnerships. |
EDUCATION/TRAINING: Minimum:
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LICENSURE/CERTIFICATION: Minimum:
Preferred:
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EXPERIENCE: Minimum:
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REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES:
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