Guest Services Manager
About The Position
The Manager of Guest Services will oversee the daily operations of our guest services team, ensuring excellence in customer service and operational efficiency across all areas of responsibility. This role includes oversight of daily operations for the Raleigh E-Tower portals of entry, Heart Center portal of entry, Surgical/Critical Care Waiting, C elevator desk, and other locations as assigned. This position serves as site supervisor for specialty services such as Guest Ambassadors and music programs, in collaboration with Volunteer Services. The Manager assists the Director of Guest Services as assigned with additional responsibilities. Guest Experience Leadership: Oversee guest interactions, ensuring prompt resolution of any issues and appropriate service recovery. Maintain working knowledge of hospital codes and associated processes, ensuring staff awareness and response to code situations within service areas. Staff Oversight: Lead, develop, and supervise guest services staff, including scheduling, performance assessment, and service coaching, promoting a culture of excellence. Serve as a role model for Wake Way behaviors. Operations Management: Develop and maintain guest service programs, policies, and procedures, aligned with the WakeMed strategic plan. Analyze feedback and performance metrics to develop and implement targeted improvements for staff and services. Monitor departmental budget, minimizing expenses, and ensure department remains within targets. Maintains a working knowledge of information systems used within service areas. Collaboration Cross-Departmentally: Proactively communicates with other areas to align service delivery with organizational goals and seeks out input consistently.
Requirements
- Bachelor's Degree Required
- 3 years supervisory experience required
Responsibilities
- Oversee guest interactions, ensuring prompt resolution of any issues and appropriate service recovery.
- Maintain working knowledge of hospital codes and associated processes, ensuring staff awareness and response to code situations within service areas.
- Lead, develop, and supervise guest services staff, including scheduling, performance assessment, and service coaching, promoting a culture of excellence.
- Serve as a role model for Wake Way behaviors.
- Develop and maintain guest service programs, policies, and procedures, aligned with the WakeMed strategic plan.
- Analyze feedback and performance metrics to develop and implement targeted improvements for staff and services.
- Monitor departmental budget, minimizing expenses, and ensure department remains within targets.
- Maintains a working knowledge of information systems used within service areas.
- Proactively communicates with other areas to align service delivery with organizational goals and seeks out input consistently.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
