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    guest services concierge - Cincinnati, United States - TriHealth

    TriHealth
    TriHealth Cincinnati, United States

    3 weeks ago

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    Description

    Job DescriptionJob Overview:
    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 assist 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 TriHealth resources across the continuum of care.

    The Guest Services Concierge reports to the manager of Patient Experience.


    Job Requirements:
    High School Degree in Hospitality/Healthcare FieldBasic Life Support for Healthcare Providers (BLS)

    Computer literate Articulate Professional appearanceParticipates in councils, committees, and looks for additional ways to S.E.R.V.E.1-2 years experience Customer Service or related service industry1-2 years experience Customer Service Hospitality Management Customer Experience and Customer ServiceJob Responsibilities:
    Other job-related information: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

    Working Conditions:

    Bending - Frequently Climbing - RarelyConcentrating - ConsistentlyContinuous Learning - FrequentlyHearing: Conversation - FrequentlyHearing: Other Sounds - FrequentlyInterpersonal Communication - FrequentlyKneeling - OccasionallyLifting <10 Lbs - OccasionallyLifting 50+ Lbs - RarelyLifting 11-50 Lbs - OccasionallyPulling - RarelyPushing - OccasionallyReaching - RarelyReading - ConsistentlySitting - OccasionallyStanding - ConsistentlyStooping - Rarely Talking - Consistently Thinking/Reasoning - ConsistentlyUse of Hands - ConsistentlyColor Vision - ConsistentlyWalking - FrequentlyTriHealth SERVE Standards and ALWAYS BehaviorsAt TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members.

    To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:


    Serve:
    ALWAYS...


    • Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
    • Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist
    • Refrain from using cell phones for personal reasons in public spaces or patient care areasExcel: ALWAYS...
    • Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
    • Offer patients and guests priority when waiting (lines, elevators)
    • Work on improving quality, safety, and service Respect: ALWAYS...
    • Respect cultural and spiritual differences and honor individual preferences.
    • Respect everyone's opinion and contribution, regardless of title/role.
    • Speak positively about my team members and other departments in front of patients and guests

    Value:
    ALWAYS...

    • Value the time of others by striving to be on time, prepared and actively participating.
    • Pick up trash, ensuring the physical environment is clean and safe.
    • Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste

    Engage:
    ALWAYS...

    • Acknowledge wins and frequently thank team members and others for contributions.
    • Show courtesy and compassion with customers, team members and the community
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