Hospitality Representative - Relief

Trinity Health•Muskegon, MI

About The Position

This is a part-time, 0-hour relief position offering flexibility to pick up available shifts, with a minimum requirement of four shifts per month. The Hospitality Representative provides a welcoming and resourceful first contact for patients, families, friends, and visitors. The role calls for outstanding communication, critical-thinking, and problem-solving skills; knowledge of the hospital’s mission and values; a passion for excellence; and a professional, high-energy, can-do approach. The representative also performs basic patient-care responsibilities to support guest experience and safety. The role involves welcoming and assisting guests, providing directions and information, screening people according to access guidelines, and recognizing when a patient or visitor may need additional assistance. It also includes answering and directing phone calls, following overhead paging guidelines, coordinating escorts, offering appropriate comfort measures, maintaining a clean entrance area, and preparing correspondence and reports. Mercy Health states its commitment to dignity, inclusion, and compassionate, person-centered care, and identifies itself as an Equal Opportunity Employer.

Requirements

High school diploma or an equivalent combination of experience and education.
At least two years of guest or customer service experience.
Ability to work with interruptions while maintaining excellent customer focus.
Organizational and multitasking skills, with attention to detail.
Demonstrated experience with Microsoft Office products, including word processing, spreadsheets, database, and presentation software.
Professional presence and vocabulary, with a pleasant, helpful, and positive demeanor.
Self-direction, ability to exercise independent judgment, and ability to work as part of a team.
Familiarity with standard desktop and Windows-based computer systems, including email, e-learning, intranet, and computer navigation.
Ability to use other software required to perform essential functions.
Ability to stand for long periods, up to 80% of a shift; walk, bend, and stoop; use a computer, keyboard, and phone; and push a guest or patient in a wheelchair.

Nice To Haves

Associate degree in business or a related field.

Responsibilities

Communicate and collaborate professionally and helpfully with patients, visitors, and families.
Greet people warmly at the main desk and provide accurate information and directions.
Follow screening guidelines to ensure appropriate access for patients, visitors, and colleagues.
Perform basic tests such as temperature screenings for patients, visitors, and colleagues.
Assess whether patients can meet safety guidelines, such as masking, and determine appropriate next steps to support safety and experience.
De-escalate concerns about safety guidelines and refer or escalate them to appropriate resources when needed.
Maintain a clean entrance and screening-table environment through routine cleaning.
Make high-level assessments of patient or visitor needs, including wheelchair assistance or inability to comply with safety guidelines, and arrange next steps.
Answer phone calls warmly and route calls to appropriate staff.
Follow overhead paging guidelines for security and life-safety codes.
Assist staff with directions and assign patient or family escorts when necessary.
Offer appropriate comfort measures and information about available amenities, such as food, reading materials, the chapel, restrooms, gift shop, and coffee shop.
Go above and beyond to meet guests’ needs while adapting to patients’ and visitors’ special needs and appropriately referring medical or personal questions.
Compose and distribute personal correspondence for patients and families, and compile reports as requested.
Maintain a professional image in the work area and appearance consistent with Mercy Health standards.
Perform other related duties as assigned.