Assistant Manager of Guest Services (WPH)

Orlando Health • Orlando, FL

267d

About The Position

Responsible for the provision of prompt assistance and resolution of customer requests and problems relating to their interactions with Orlando Health and its affiliates. Located on the downtown Orlando Health campus, Orlando Health Winnie Palmer Hospital for Women and Babies provides specialized care that covers all facets of women's health, from comprehensive gynecological services and minimally invasive surgeries to general obstetrics and high-risk pregnancies and births. Orlando Health Winnie Palmer welcomes nearly 14,000 babies each year. Our 350-bed hospital includes 142 beds in neonatal intensive care units (NICUs), making Orlando Health Winnie Palmer one of the largest NICUs in the nation. We are proudly the first - and only - hospital in Florida to offer in utero surgery to repair spina bifida. Named a Top Teaching Hospital by The Leapfrog Group, our hospital also is proudly recognized as a “Best Children's Hospitals in Neonatology” by U.S. News & World Report and has held Magnet® Recognition from the American Nurses Credentialing Center since 2013. Forbes has named Orlando Health as one of America's Best-In-State Employers. Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible, so that you can be present for your passions.

Requirements

• High school graduate or GED required.
• Two (2) years' experience in guest services or closely related experience required, to include one (1) year of supervisory experience.

Responsibilities

• Possesses expert knowledge of all areas of the hospital and utilizes this capability to maintain an effective working rapport with all levels of team members.
• Responsible for the selection, training and supervision of Guest Services Department staff.
• Oversees evaluations and coordination of activities among staff. Coaches and trains staff to achieve highest customer service expectations.
• Monitors the VIP list on daily basis to include visits and quality care advance.
• Enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops.
• Provides guidance and leadership to department Supervisors to ensure their ability to facilitate and maintain successful teams.
• Manages resources effectively within budget.
• Facilitates monthly department meetings.
• Ensures the implementation of department policies and procedures.
• Facilitates staffing and maintains adequate coverage of all Guest Services areas to include Information Desks, Surgery Waiting Rooms, Labor and Delivery greeter desk, NICU greeter desk and APH ED reception area.
• Coordinates constant flow of information to the Guest Services staff including facility updates and procedure and policy changes ensuring the team has the most up to date information in order to best serve the guest.
• Manages various personnel functions including hiring, work assignments, coaching plans, and disciplinary actions.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Works closely with Risk Management and department managers and establishes relationships to assist with issues they may receive.
• Establishes priorities within the function to ensure efficiency and effectiveness.
• Deals directly with large amounts of sensitive and confidential information.
• May serve on committees to represent the department.
• Ensures the provision of high quality, efficient and cost effective services and their coordination.
• Assists with campus tours on an as needed basis.

Benefits

• Competitive Pay: Evening, nights, and weekend shift differentials
• Free Continued Education Opportunities
• Nurse Certification Opportunity
• Benefits Start Day 1 of hire
• Room for growth, Just Culture & much, much more!
• Student loan repayment, tuition reimbursement, back up elder and childcare, pet insurance, etc.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED