Mgr, Guest Services - Emory University Hospital
Overview:
Be inspired. Be rewarded. Belong. At Emory Healthcare.
At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:
- Comprehensive health benefits that start day 1
- Student Loan Repayment Assistance & Reimbursement Programs
- Family-focused benefits
- Wellness incentives
- Ongoing mentorship, development, and leadership programs
- And more
Work Location: Atlanta, GA
Description:
RESPONSIBILITIES- Supervises staff, including outside contractors, and manages employee performance
- Provides on-going performance feedback, addresses problems, orients and trains employees, verifies competency and identifies and suggests ways to develop skills
- Schedules staff, monitors and directs workflow
- Evaluates and recommends revisions to job descriptions of staff who interface with patients and visitors
- Manages the operations of valet parking, guest services, Rollins Pavilion and/or Mason House
- Investigates complaints and guest service-related incidents
- Schedules van shuttle routes
- Develops, reviews, revises and communicates departmental policies and procedures regarding guest relations and volunteer personnel in accordance with organizational guidelines
- Meets with other staff members to discuss progress and to develop future courses of action
- As appropriate, develops volunteer opportunities
- Coordinates 24 hour coverage of the Mason House and offices, assumes primary call responsibilities, works weekends on a rotational basis, schedules self, other staff and volunteers for house/office duty, and assists with development of the volunteer network
- Ensures comfort of the guests on a daily basis, orients guests, and keeps Director informed of guest services and daily House operations
- Maintains and purchasing inventory of house/office supplies
- Schedules van maintenance as needed
- Plans, administers and monitors the department's capital equipment, operations, and personnel budgets
- Reviews prior year expenditures, regularly reviews year to date expenditures, investigates variances, and takes corrective action as necessary
- Prepares operation expense sheet for the facility(ies)
- Makes recommendations for capital asset repair and replacement
- Coordinates with Admissions/Patient Financial Services to insure patient's account has been approved/specifically VIP's and that appropriate charges are made
- Maintains records and cash deposits for guest payments and gifts received
- Provides facility director with admissions report on a monthly basis
- Develops and implements activities to recruit new volunteers
- May survey other departments and programs to ascertain needs which could be filled through volunteer services
- Develops and monitors customer feedback mechanisms for service improvements, the need for volunteers, and volunteer services; analyzes potential assignments
- Attends staff, auxiliary, volunteer and community organization meetings
- Develop and implement motivation and recognition programs to acknowledge volunteer performance
- Manages reservations, registrations and/or room assignments for future patients and guests of Rollins Pavilion and Mason House; coordinates with physicians, Admissions, Patient Financial Services as appropriate
- Provides tours of facility(ies); implements house rules, arranges transportation, hotels, valet service, laundry, dry cleaning, media, and other amenities/special needs as required/appropriate
- Facilitates classes on service excellence for orientation and reorientation of facility(ies) Recommends training requirements on service excellence
- Provide customer services/hospitality training to Rollins Pavilion staff (quarterly) Supervises facility(ies) maintenance, oversees cleaning services, performs household chores, landscaping needs and/or maintenance requests
- Performs other related duties as required
- A bachelor's degree in public relations or related field (hospitality, communications) preferred
- Three years of related experience, two of which are in a management/supervisory role
Additional Details:
Supporting a diverse, equitable and inclusive culture. Emory Healthcare (EHC) is dedicated to providing equal opportunities and access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression and/or veteran's status.EHC does not discriminate on the basis of any factor stated above or prohibited under applicable law. EHC respects, values, and celebrates the unique perspectives and backgrounds of all individuals. EHC aspires to create an environment of collaboration and true belonging for all our patients and team members.
Emory Healthcare (EHC) is committed to achieving a diverse workforce through equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training.
ACCOMMODATIONS: EHC will provide reasonable accommodation to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Office of Diversity, Equity, and Inclusion.”
PHYSICAL REQUIREMENTS: (Medium-Heavy) 36-75 lbs., 0-33% of the work day (occasionally); 20-35 lbs., 34-66% of the workday; (frequently); 10-20 lbs., 67-100% of the workday (constantly); Lifting 75 lbs. max; Carrying of objects up to 35 lbs.; Occasional to frequent standing & walking; Occasional sitting; Close eye work (computers, typing, reading, writing); Physical demands may vary depending on assigned work area and work tasks.
ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure; Bio-hazardous waste Chemicals/gases/fumes/vapors; Communicable diseases; Electrical shock; Floor Surfaces; Hot/Cold Temperatures; Indoor/Outdoor conditions; Latex; Lighting; Patient care/handling injuries; Radiation; Shift work; Travel may be required; Use of personal protective equipment, including respirators; environmental conditions may vary depending on assigned work area and work tasks.