Guest Services Rep II

University of Rochester•Rochester, NY

1d•$19 - $25•Onsite

About The Position

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. This role serves as the front-line individual for greeting visitors to assigned location(s). Utilizing soft skills, this position assists a diverse population of visitors to assure proper information is provided in a meaningful way. The Guest Services Rep II communicates effectively and works through interactions where barriers to communication are present. They greet and check in all visitors, which includes verifying information including, but not limited to: name of visitor, time of appointment/meeting, location of appointment/meeting, and office contact information. This role expertly navigates difficult visitor encounters and determines when to escalate to management or Public Safety. The Guest Services Rep II acts as the liaison between visitors and assigned location(s) contacts or key stakeholders, communicating regularly and efficiently to ensure visitors are able to access the intended location(s). They communicate daily with departmental contacts and/or key stakeholders to ensure visitor logs are accurate and updated regularly. This position enforces specific visitation guidelines as appropriate and consults with key stakeholders to determine exceptions to existing guidelines. The Guest Services Rep II informs visitors of University policy and procedures, and independently determines appropriate next steps based on individual situation. They keep abreast of changes in policy, procedure, and guideline changes to ensure compliance and safety for all visitors. This role independently answers a large volume of general inquiries involving all aspects of the University, including needs specific to the assigned location(s). Utilizing expert knowledge of available resources, this position uses critical thinking skills to ascertain individual needs/requests and provides accurate information, directing visitors to proper resources as needed. Other duties as assigned.

Requirements

High School diploma or equivalent required
2 years of customer service experience required; or equivalent combination of education and experience required.
Ability to communicate effectively with a diverse population and work through interactions where barriers to communication are present required.
Ability to handle highly stressful and emotional situations professionally and respectfully required.
Strong communication skills required.
Ability to diffuse difficult situations with tact, respect, and professionalism required.

Responsibilities

Serves as a problem solver, advocate and liaison for patients, visitors and staffs.
Functions as a resource for patient and visitor information and assistance.
Assists patients and/or visitors with wayfinding, transports patients and visitors, and maintains cleanliness of areas.
Serves as the front-line individual for greeting visitors to assigned location(s).
Utilizing soft skills, assists diverse population of visitors to assure proper information is provided in a meaningful way.
Communicates effectively and works through interactions where barriers to communication are present.
Greets and checks in all visitors, which includes verifying information including, but not limited to: name of visitor, time of appointment/meeting, location of appointment/meeting, and office contact information.
Effectively communicates accurate wayfinding instructions.
Expertly navigates difficult visitor encounters.
Determines when to escalate to management or Public Safety.
Act as the liaison between visitors and assigned location(s) contacts or key stakeholders, communicating regularly and efficiently to ensure visitors are able to access the intended location(s).
Communicates daily with departmental contacts and/or key stakeholders to ensure visitor logs are accurate and updated regularly.
Enforces specific visitation guidelines as appropriate; consults with key stakeholders to determine exceptions to existing guidelines.
Informs visitors of University policy and procedures, and independently determines appropriate next steps based on individual situation.
Keeps abreast of changes policy, procedure and guideline changes to ensure compliance and safety for all visitors.
Independently answers large volume of general inquiries involving all aspects of the University, including needs specific to the assigned location(s).
Utilizing expert knowledge of available resources, uses critical thinking skills to ascertain individual needs/requests and provides accurate information.
Directs visitors to proper resources as needed.
Other duties as assigned