Guest Relations Coordinator
About The Position
The Guest Relations Coordinator plays a pivotal role in facilitating the daily operations of the guest relations team, ensuring a seamless and positive experience for all patients and guests. This position is dedicated to supporting the guest relations team, acting as an escalation point for issues, and continuously improving service quality to uphold the highest standards of hospitality at Capital Health aligned with system values: integrity, compassion, excellence and teamwork. Coordinate the daily operations of the guest relations team, to include staffing of welcome desks and campus rounding ensuring that all interactions reflect the organizational values and a commitment to hospitality and customer service. Provide support and framework guidance in the facilitation of guest and patient needs that are aligned with identified touchpoints, such as, food and nutrition, environmental services and/or needed communications and staff responsiveness. Assist with the facilitation of warm and inviting in-patient environments promoting and advocating for guest and patient comfort and hospitality care. Coordinate and assist with the implementation of guest relations process and protocols, based upon industry best practices that standardize standard operations of Guest Relations. Serve as an escalation point for complex guest issues, providing timely solutions and ensuring follow-up to enhance guest satisfaction. Intentionally collaborate inter-departmentally addressing and resolving concerns and complaints in a proactive manner striving for point of contact service recovery. Coordinate and assist with the training and mentoring of guest relations representatives supporting the day-to-day essential function of the team in partnership with Patient Experience. Coordinates and assists with support and coverage of Guest Relations roles to include but not limited to welcome desks and greeter, and proactive unit rounding. This may include coverage, when needed, on nights and weekends. Serves as a proactive and solution oriented ambassador with Capital Health. Performs other duties as needed and assigned by the Guest Relations manager
Responsibilities
- Coordinate the daily operations of the guest relations team, to include staffing of welcome desks and campus rounding ensuring that all interactions reflect the organizational values and a commitment to hospitality and customer service.
- Provide support and framework guidance in the facilitation of guest and patient needs that are aligned with identified touchpoints, such as, food and nutrition, environmental services and/or needed communications and staff responsiveness.
- Assist with the facilitation of warm and inviting in-patient environments promoting and advocating for guest and patient comfort and hospitality care.
- Coordinate and assist with the implementation of guest relations process and protocols, based upon industry best practices that standardize standard operations of Guest Relations.
- Serve as an escalation point for complex guest issues, providing timely solutions and ensuring follow-up to enhance guest satisfaction.
- Intentionally collaborate inter-departmentally addressing and resolving concerns and complaints in a proactive manner striving for point of contact service recovery.
- Coordinate and assist with the training and mentoring of guest relations representatives supporting the day-to-day essential function of the team in partnership with Patient Experience.
- Coordinates and assists with support and coverage of Guest Relations roles to include but not limited to welcome desks and greeter, and proactive unit rounding. This may include coverage, when needed, on nights and weekends.
- Serves as a proactive and solution oriented ambassador with Capital Health.
- Performs other duties as needed and assigned by the Guest Relations manager
Benefits
- Medical Plan
- Prescription drug coverage & In-House Employee Pharmacy
- Dental Plan
- Vision Plan
- Flexible Spending Account (FSA) - Healthcare FSA - Dependent Care FSA
- Retirement Savings and Investment Plan
- Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance
- Supplemental Group Term Life & Accidental Death & Dismemberment Insurance
- Disability Benefits – Long Term Disability (LTD)
- Disability Benefits – Short Term Disability (STD)
- Employee Assistance Program
- Commuter Transit
- Commuter Parking
- Supplemental Life Insurance - Voluntary Life Spouse - Voluntary Life Employee - Voluntary Life Child
- Voluntary Legal Services
- Voluntary Accident, Critical Illness and Hospital Indemnity Insurance
- Voluntary Identity Theft Insurance
- Voluntary Pet Insurance
- Paid Time-Off Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
