Guest Services

This role offers a contract to hire employment opportunity.

Responsibilities:

• Support the operations of service recovery, patient amenity programs, facilities, and emergency management programs, as well as retail programs.
• Continually assess and improve departmental performance based on customer needs, directing and participating in improving performance and services which benefit staff, clients, and other customers.
• Ensure retail programs meet sales goals, support merchandise plans against inventory, and enforce pricing strategies.
• Support department process improvements that are in place and follow up to ensure sustainability.
• Ensure compliance for patient amenities and infection control protocols are followed.
• Participate in cross-functional workgroups as required to help foster design programs that are patient and family-centered.
• Assist in the implementation of changes based on data analysis related to productivity, quality control, and desired outcomes.
• Provide necessary in-services across the organization.
• Ensure through reporting mechanisms the correct utilization of service recovery and patient amenity items.
• Manage inventory for service recovery and patient amenity programs and retail programs. • Demonstrated experience in customer service, ideally within a hospitality or retail setting
• Excellent communication skills, with the ability to interact positively with guests
• Proven sales skills, with a focus on meeting and exceeding targets
• Ability to produce accurate reports on guest interactions and issues
• Understanding of operations and planning in a customer-focused environment
• Knowledge of design principles and their application in a retail or hospitality context
• Experience with benefit functions and merchandising in a retail setting
• Familiarity with facility management and retail operations
• Proven experience in implementation and productivity improvement
• Understanding of industry best practices and ability to apply them in a work setting
• Data analysis skills, with a focus on using insights to improve processes and customer satisfaction
• Experience with process improvement initiatives and protocols
• Knowledge of quality control measures in a customer service setting
• Ability to ensure compliance with company and industry regulations
• Understanding of principles related to customer service and hospitality
• Experience in recovery and sustainability practices in a hospitality or retail setting
• Knowledge of amenities typically offered in a hospitality setting
• Familiarity with healthcare administration and infection control, if applicable to the role.