Guest Service Representative
About The Position
Join our Guest Services team and help create a warm, welcoming experience for our patients and their families. As a Guest Services Representative, you play a vital role in patient and family housing by serving as a knowledgeable and supportive resource for all guests. In this position, you will provide courteous, professional, and efficient service while performing duties such as answering phone calls, greeting and assisting guests, managing check‑ins and check‑outs, offering recommendations, and giving directions. Your contribution directly supports a positive and comforting experience for every family we serve. Additional responsibilities include: Greeting guests with a friendly and welcoming demeanor as the first point of contact Assisting Security with access control by signing in and out visitors, volunteers, and vendors entering patient and family housing facilities Schedule: Monday, Tuesday, Friday, Saturday, & Sunday 6:30 am - 3 pm with occasional weekend coverage The ideal candidate will be bilingual in English and Spanish to better support the diverse families we serve.
Requirements
- High school diploma or equivalent.
- One year of applicable experience in a service-oriented, customer-focused environment.
- Is open to any type of change or new idea presented.
- Shows eagerness to learn from different avenues.
- Addresses needs/ problems in a logical manner, using defined approaches.
- Has clear, concise communication in both verbal and written communication.
- Listens to requests, confirms understanding of routine needs, and provides accurate answers.
- Shares information within team as directed.
- Manages own time well to plan work and meet daily task needs.
- Executes routine tasks under guidance and/ or supervision.
- Shows attention to detail, produces quality work on time.
- Seeks to understand patient and family needs and requirements of institutional teams by asking clarifying questions.
- Addresses routine patient/ stakeholder requests effectively and seeks guidance, as needed, for quick resolution of more complex issues.
- Exhibits basic grasp of guest services concepts, processes, and guidelines related to own area.
- Carries out standard tasks within own area (e.g., house management, volunteer/ event department, volunteer department, front desk department, guest services requests, patient services requests) on time, under supervision.
Responsibilities
- Verbally greets incoming families and checks them into patient housing facilities.
- Assists residents with facility-related needs, lounge needs, or housing requests to ensure a comfortable, peaceful, and healthy environment.
- Controls access into the house and lounge designated area and greets/processes visitors as necessary.
- Answers inquiries pertaining to guest services and provides shopping, dining, entertainment, and travel directions.
- Dates and signs all shift reports.
- Provides interpretative services as needed for families.
- Organizes, maintains inventory, cleans, and checks in and out DVDs, video games, and Dreamtabs to families.
- Assists with toys and games.
- Maintains a neat appearance and cleanliness of the front desk, lobby, and lounge areas.
- Restocks supplies.
- Manages phone activity, including answering the telephones and taking accurate, complete, and timely messages, and providing general knowledge to the caller.
- Receives, logs, and distributes medical deliveries and personal packages to families as necessary.
- Submit monthly guest count, provide St. Jude staff with regular updates on family and guest arrivals and departures from the property, and update the PMS systems to reflect the most current census
- Enforces policies of the house/designated area with patients and families.
- Handles emergencies and other situations that occur in the house/designated area.
- Assists in de-escalating situations that arise among patient family problems.
- Works directly with the House Manager on problem-solving with family incidents, problems, or concerns that arise at the Front Desk.
- Make housing reservations.
- Schedule ground transportation.
- Handle special arrival and departure requests.
- Performs other related duties as assigned or directed to meet the goals and objectives of the department.
- Maintains regular and predictable attendance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
