Information & Guest Services Representative - Part Time - Day

Hackensack Meridian Health•Perth Amboy, NJ

2d•$18

About The Position

The Information & Guest Services Representative welcomes guests to the Medical Center and helps them navigate its services, policies, and facilities. The representative provides directions, answers questions, distributes visitor passes according to applicable policies, assists vendors and conference participants, and maintains a professional, clean, and organized lobby and information desk. The role also involves answering and directing telephone calls, supporting access control, addressing guest concerns, communicating facility service needs, explaining parking fees and discount programs, and coordinating with Medical Center departments, Security, volunteers, and other staff. The representative follows emergency and confidentiality procedures, completes shift handoffs and incident reports, attends required in-services and meetings, and stands throughout shifts while physically assisting patients.

Requirements

High school diploma, GED, or equivalent GED program.
One to two years of relevant work experience.
Excellent written and verbal communication skills.
Computer proficiency, including Microsoft Office and/or Google Suite platforms.
Basic English speaking, reading, and writing ability to communicate effectively with guests, management, and staff.
Friendly, courteous, and helpful manner, including the ability to handle stressful situations and guest relations pleasantly and effectively.
Strong organizational skills and attention to detail.

Nice To Haves

One to two years of front desk, reception, or hospitality experience.
Bilingual English and Spanish.

Responsibilities

Welcome guests with courteous greetings and professional non-verbal communication.
Provide accurate directions to Medical Center locations and services.
Distribute visitor passes according to the policies of the relevant patient care area, file returned passes, and verify patient locations, pass availability, and any special privileges or restrictions.
Provide new vendors with cards and direct other vendors to kiosks.
Direct conference participants to the appropriate areas and help guests locate meetings.
Answer telephone calls within three rings using the established greeting, provide assistance, take accurate messages, and transfer callers as appropriate.
Support access control by explaining visitor and access policies, alerting Security to violations, and assisting with lobby evacuations when necessary.
Address operational challenges and guest complaints using positive problem-solving approaches; refer consumer complaints to the Office of Patient Experience or Administrative Head Nurse as appropriate.
Contact Environmental Services and Plant Operations about service requests affecting the lobby, entrance, public bathrooms, wheelchairs, and related areas.
Explain parking fees and available discount programs for guests with extended stays or repeat visits.
Maintain knowledge of Medical Center departments and working relationships that support guest service.
Attend required in-services and staff meetings or review meeting minutes, and review communications posted on the communications bulletin board.
Complete beginning- and end-of-shift procedures and communicate important information to the next shift.
Respond to emergency situations in accordance with policies and procedures.
Maintain confidentiality in accordance with Medical Center policies and procedures.
Remain visible at the information desk and maintain a professional appearance consistent with department attire standards.
Maintain good working relationships with volunteers assigned to Information and Guest Services.
Complete incident reports for events outside routine facility operations involving patients, visitors, or volunteers.
Keep the Information Desk clean and organized.
Stand throughout shifts and physically assist patients.
Adhere to the Medical Center's Organizational Competencies and Standards of Behavior.
Perform other duties as assigned.