Guest Relations Representative - Security

Charlotte Hungerford Hospital•Torrington, CT

2d•Onsite

About The Position

The Guest Relations Representative provides outstanding customer service and promotes a positive visitor experience at Charlotte Hungerford Hospital. Serving as the first point of contact for patients, visitors, and staff, this role greets guests, manages check-ins and check-outs, answers inquiries, provides directions, and supports smooth front desk operations while maintaining confidentiality. The position also supports visitor access and safety procedures, assists people with mobility needs, responds to calls, and helps maintain current knowledge of hospital information, policies, and procedures. The representative may assist with training new employees and participate in emergency procedures.

Requirements

High school diploma or equivalent.
At least 1 year of customer service experience.
Strong verbal communication and interpersonal skills.
Ability to interact professionally and compassionately with patients, visitors, staff, and the public.
Proficiency with basic computer applications, including Microsoft Office, email, and data entry systems.
Ability to escalate issues when appropriate.

Nice To Haves

Two years of customer service experience in a healthcare, hospitality, concierge, hotel, airport, or guest relations setting.

Responsibilities

Welcome patients, visitors, and staff professionally and courteously.
Provide patient information in compliance with HIPAA requirements and organizational policies.
Respond to inquiries or escalate them to appropriate departments.
Provide directions to departments, patient rooms, and other medical center locations.
Answer incoming calls and route them to appropriate departments.
Monitor and enforce visiting hours and access policies.
Use the visitor management system to track and log visitor badging.
Verify visitor identity and purpose of visit.
Maintain visitor logs and issue visitor badges.
Assist individuals with mobility needs and coordinate patient transport requests or wheelchair assistance.
Maintain confidentiality of patient and visitor information.
Troubleshoot basic office equipment issues, including printers and phones.
Keep current on changing hospital information, policies, and procedures.
Participate in available training and education to maintain and expand knowledge and skills.
Assist in training new employees in department operating procedures and applicable software programs as necessary.
Assist in emergency procedures.
Report suspicious behavior or safety concerns to security personnel.
Perform other related duties as required.