MANAGER- GUEST SERVICES

Carilion Clinic•Roanoke, VA

About The Position

Provides day to day leadership for successful implementation of goals and objectives for department in multiple buildings/sites. Responsibilities include planning of budget and managing expenses. Drives customer service initiatives and identifies opportunities for improvement within and outside main area of responsibility. Applies key financial concepts and analysis to decision making. Develops and implements actionable work plans with measurable outcomes. Continually assesses and reallocates resources to meet demands. Holds self and team accountable for maintaining the highest possible performance standards. Serves a diverse group of customers (applicants, employees, physicians, colleagues). Delivers efficient, consistent and timely services. Recognizes and acts on opportunities for growth and improvement to advance Carilion goals. Uses project management principles to accomplish goals, seeks out appropriate resources and proactively anticipates change within the market, industry and organization. Aligns services with the mission and vision of Carilion. Translates Carilion goals into department specific objectives and priorities. Inspires enthusiasm and builds support for projects. Attracts, selects, develops and retains qualified employees and is effective in using developmental planning to expand employee skills and abilities Identifies and implements ways to improve customer service and build patient/visitor relationships which differentiates us as a provider of choice. Leads, educates and monitors staff in customer service. Identifies opportunities for improving patient/visitor/customer services and works with other departments for new process implementation. Assists with the development of best way finding practices. Responsible for overall ambiance of main lobby and key visitor areas and coordinates marketing and public information messaging in lobby and waiting areas. Provides supervision of day-to-day operations.

Requirements

Education: Bachelors degree in business, marketing, or related field required or 10 years of leadership experience in a customer service environment.
Experience: Minimum 3 years experience in business, marketing or related field required.
Demonstrated leadership, planning, organizational, marketing and budget management skills.
Strong verbal, written, and presentation skills.
Effective interpersonal, communication and teamwork skills required.
Must be able to manage customer service practices, and understand customer relations as it relates to ROI.
Must be able to handle numerous projects and deadlines simultaneously.
Computer skills sufficient to meet key objectives of the position.

Nice To Haves

Retail and/or management experience preferred.
Demonstrated customer service skills and knowledge preferred.

Responsibilities

Provides day to day leadership for successful implementation of goals and objectives for department in multiple buildings/sites.
Responsibilities include planning of budget and managing expenses.
Drives customer service initiatives and identifies opportunities for improvement within and outside main area of responsibility.
Applies key financial concepts and analysis to decision making.
Develops and implements actionable work plans with measurable outcomes.
Continually assesses and reallocates resources to meet demands.
Holds self and team accountable for maintaining the highest possible performance standards.
Serves a diverse group of customers (applicants, employees, physicians, colleagues).
Delivers efficient, consistent and timely services.
Recognizes and acts on opportunities for growth and improvement to advance Carilion goals.
Uses project management principles to accomplish goals, seeks out appropriate resources and proactively anticipates change within the market, industry and organization.
Aligns services with the mission and vision of Carilion.
Translates Carilion goals into department specific objectives and priorities.
Inspires enthusiasm and builds support for projects.
Attracts, selects, develops and retains qualified employees and is effective in using developmental planning to expand employee skills and abilities
Identifies and implements ways to improve customer service and build patient/visitor relationships which differentiates us as a provider of choice.
Leads, educates and monitors staff in customer service.
Identifies opportunities for improving patient/visitor/customer services and works with other departments for new process implementation.
Assists with the development of best way finding practices.
Responsible for overall ambiance of main lobby and key visitor areas and coordinates marketing and public information messaging in lobby and waiting areas.
Provides supervision of day-to-day operations.