Supervisor, Guest Services

University of Rochester•City of Rochester, NY

10d•$23 - $32•Onsite

About The Position

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries—always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better. If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals. At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better—Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.

Requirements

Associate's degree and 2 years of customer service experience required
Or equivalent combination of education and experience

Responsibilities

Coordinates activities of Ambassadors, and acts as a first line problem solver and resource to other staff.
Monitors and ensures that all Ambassador functions are completed in an accurate, efficient and customer-focused manner.
Assists with operational support and personnel-related matters including training, compliance and performance evaluations.
Participates in on-call rotation as needed.
Manages daily operations, providing day-to-day guidance, instruction and assistance to Ambassador team.
Exhibits leadership skills and the ability to set high standards of performance and coach operators to continued success.
Fosters a work environment that is responsive and sensitive to the needs of a diverse staff and customer base.
Serves as direct supervisor, ensuring proper coverage is maintained at all ambassador posts during evening hours as assigned.
Manages operations to ensure adherence to service level standards and company policies/procedures.
Reviews, approves and coordinates time off requests and evaluates appropriate coverage to meet service level standards.
Makes rounds to all ancillary areas operating during the evening shift to ensure standards of the department are met.
Applies operations and related workforce management knowledge and skills to effectively lead the team and support department goals.
Maintains a working knowledge of UR policies and procedures, as well as state and federal mandates and other employment-related policies.
Motivates and supports Ambassadors through feedback and communication.
Manages employee performance utilizing performance management tools.
Maintains accurate documentation of employee performance.
Completes annual performance reviews of all direct reports and provides feedback on other Ambassador performance.
Provides regular performance feedback to Ambassadors.
Ensures staff has proper access for departmental systems.
Monitors and ensures staff provide the highest level of customer service.
Provides and coaches staff to provide the highest level of customer recovery skills.
Facilitates programs and activities for employee recognition, process improvement and morale.
Works interdepartmentally to resolve questions or concerns.
Communicates and collaborates with internal and external customers to ensure an integrated approach to service.
Utilizes good judgment and professionalism to effectively handle and resolve patient, visitor or family complaints.
Determines when situations warrant escalating to Managers, Medical Center Administrator, Security or other leaders within the health system.
Alerts manager to disruptions in automated activities and/or computer systems that impact customer service or department's operation.
Ensures equipment is working correctly, including Golf Cart, Electric Wheelchair Mover, and Electric Patient Transporter.
Ensures other department systems are working properly.
Performs necessary tests, maintenance and system backups.
Participates in after hour on-call process to assist staff with problem solving, scheduling needs, sick calls, etc.
Helps prepare weekly schedules, making adjustments to schedules as needed.
Reviews and approves time off requests.
Assists in weekly payroll as instructed by Guest Services Manager.
Identifies improvement opportunities and makes changes as appropriate to resolve operational issues.
Recommends and participates in the development of short- and long-term service improvement strategies.
Recommends and implements operational changes or enhancements to improve productivity and efficiency.
Attends meetings as an informational operations expert on projects/teams related to operations.
Maintains knowledge of assigned programs and protocols.
Participates in interviews for prospective Ambassadors.
Ensures team members obtain the appropriate training and support to best apply knowledge and skills on the job.
Assists with training staff on new programs, scripts and protocols.
Creates and maintains training materials for golf cart operations and other Ambassador related items.
Acts as supervisor and trainer for Main Lobby volunteers and THSP student Ambassadors.
Other duties as assigned.