Guest Services Specialist - Rogers Foundation

Rogers Memorial Hospital•Oconomowoc, WI

10d•Onsite

About The Position

The Guest Services Specialist serves as the primary point of contact for board members, clinical and administrative staff, Ronald McDonald Family Room guests, and community visitors at the Ladish Co. Foundation Center. As the first person patient families and community members encounter, the Specialist sets the tone for their experience, contributing to their overall impression of the center. This role is critical in establishing a positive foundation for future engagement, including potential donor relationships. The Guest Services Specialist's appearance, demeanor, and knowledge reflect Rogers' professionalism and service quality. Their effective performance minimizes the need for other departments to address visitor inquiries, ensuring a seamless and welcoming experience.

Requirements

Associates degree preferred, preferably in hospitality, event management, or business administration.
One (1) year of customer service, receptionist, or administrative experience, or equivalent, is required.

Nice To Haves

One (1) year of project planning or event planning preferred.

Responsibilities

Visitor Engagement & Event Coordination: Schedule events to align with the center’s purpose, including clinical programs, support groups, research conferences, and chapel services.
Welcome and assist all visitors, gathering their names and visit reasons while setting a positive, professional tone.
Serve as a concierge, offering tours, directions, and facilitating services such as catering for programs and guests.
Coordinate and support independent support groups (e.g., AA) utilizing the center.
Collaboration & Communication: Act as a liaison for entities within the center, including the Ronald McDonald Family Room, Rogers Research Center, Foundation, and Spiritual Care.
Facilitate communication between departments, staff, and visitors in the absence of an overhead paging system.
Administrative Support: Manage mail, packages, and courier deliveries, ensuring proper distribution.
Perform reception desk services, including handling valuables, logging parcels, managing keys, and verifying guest eligibility.
Train and oversee weekend and backup receptionists.
Assist with event planning and volunteer recruitment, training, and management.
Customer Service & Professionalism: Deliver exceptional customer service by creating a welcoming atmosphere for all visitors.
Address concerns calmly and focus on effective resolution.
Maintain a professional appearance and demeanor, adhering to the hospital’s dress code policy.
Compliance & Emergency Preparedness: Demonstrate knowledge of Joint Commission and regulatory compliance.
Support emergency procedures, including code situations and paging.
Participate in hospital committees, quality improvement initiatives, and team projects.
Additional Responsibilities: Fulfill HR and Infection Control requirements.
Contribute to the foundation’s goals and assist with tasks as assigned.
Maintain punctuality, preparedness, and strong organizational skills.