GUEST RELATIONS REPRESENTATIVE
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About The Position
The Guest Relations Representative serves as the ‘First Impression Officer' of the Froedtert & The Medical College of Wisconsin health network, dedicated to delivering exceptional and memorable concierge-style customer service and hospitality for patients, families, and visitors. This role involves greeting each visitor, assisting with navigation and wayfinding, and providing helpful information to simplify their journey within the facility. The representative is responsible for communicating relevant patient care policies, supporting efficient patient care flow, and ensuring safety for everyone involved. This position requires the ability to communicate effectively with large numbers of individuals and manage stressful situations with empathy and professionalism. In addition to direct interactions with patients and visitors, the Guest Relations Representative partners closely with various departments, including customer experience, transport, parking, security, and clinical departments. This collaboration is essential for maintaining a high standard of service and ensuring that all visitors feel welcomed and supported during their time at the hospital. The role demands a proactive approach to problem-solving and the ability to track data accurately to support customer service analytics. The position is on-site at Froedtert Hospital in Milwaukee, WI, and is classified as an as-needed position, requiring flexibility in scheduling. The representative must also be prepared to execute security protocol assignments during emergency drills, ensuring the safety and well-being of all individuals in the facility.
