Lead Concierge

Baystate Health • Springfield, MA

12h • $19 - $25 • Onsite

About The Position

Lead Concierge, under the direction of the Manager of Patient & Guest Services, maintains a high service quality excellence program by orienting, training and scheduling concierges in designated locations. Acts as an organization resource for customer service improvement recommendations as it relates to the patient and visitor experience. Models appropriate behaviors in their own assigned location by greeting arriving customers at vehicles or entry doors in a positive and professional manner. Proactively offer services and provide information and assistance as needed. Assists in facilitating patient/visitor flow between on-site valet services, registration points or service area locations. Provides directions to desired locations or helps to determine desired location using available computer information, or other resources. Responds to general inquiries or specific needs, such as securing wheelchairs or volunteer escort if needed. Support and oversee all concierge staff assigned at designated entrances, assuring continuous service excellence instituted to provide a culture at Baystate, which emphasizes delivery of exceptional service. Provides orientation and training, input for performance evaluation and discipline, oversees Kronos schedules and entries, and handles day to day issue resolution. Assures entry areas are well kept and orderly. Performs responsibilities within established customer service and safety standards.

Requirements

• 2 - 3 Years of experience in hospitality industry or related field with proven customer service requirement
• Basic PC skills, bilingual preferred
• Emotional Maturity and organizational Awareness - takes initiative to find solutions for problems
• GED or HiSET

Nice To Haves

• None Listed

Responsibilities

• Role model to team and resource to organization improvement projects regarding patient and visitor assistance functions.
• Performance feedback to supervisor and/or manager
• Function specific policy review
• Orient, train and sign-off employees on function specific information
• Create/maintain Kronos schedules and process time off requests
• Monitor intraday activities
• Provide concierge services for special events requiring high level public, community and BH leader interaction.
• Performs all functions of Concierge assignments at all locations.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees