Location: Waco,TX, USA
JOB SUMMARY
Supervises the daily operations and employees of the department. Guides, provides support, acts as a positive role model, and creates an atmosphere of open communication throughout the department.
ESSENTIAL FUNCTIONS OF THE ROLE
* Supervise the daily activities of the concierge team by actively working alongside team on floor.
* Inspire team members to do their best every day.
* Positively influences the patient and family experience with professionalism and compassion at all times.
* Ensures staff is informed of general hospital knowledge and are able to answer inquiries from patients, guests and vendors in a professional manner.
* Ensures courteous, timely response to all customer needs and requests; including surrounding hospital departments.
* Provide supervision to employees and handles HR functions for direct reports as assigned; including scheduling and time and attendance.
* Follow established departmental policies and procedures for the location and educate team when changes occur.
* Makes recommendations for process improvement when needed.
* Serve as an escalation point for complex or complicated issues, complaints or questions presented by staff members, guests or patients of the organization.
* Oversees department orientation and training to assure the skill level and knowledge of all staff assigned.
* Responsible for the training of new hires, audits, and performs annual aptitude reviews.
* Provide feedback regarding department costs (with things such as payroll, equipment maintenance, replacement equipmentetc) in order to assist with budget compliance.
* Assist with the preventative maintenance of equipment and ensure that immediate action for equipment malfunction is taken when needed.
* Personally greets and ensures staff greets patients and all visitors professionally and by identifying themselves.
* Ensures staff members provide excellent service to all guests and customers.
* Adhere to the methods of security and safety and complies all local, state and federal regulatory requirements.
* May be responsible for assisting with the interviewing, acceptance and orientation of volunteers.
* May provide gift shop support which can include answering questions, answering phone, running register and providing occasional coverage if needed.
* Enhances the volunteer program by establishing positive relationships with adult and college volunteers; assists with program needs as requested by director.
* Performs other position appropriate duties as required in a competent, professional and courteous manner.
KEY SUCCESS FACTORS
* Customer service experience required.
* Supervisory or management experience preferred.
* Knowledge of and experience using various computerized and or radio based communication systems for assignment and dispatch.
* Proficiency with computers in the Microsoft Office suite of software desired.
* Excellent communication and interpersonal skills.
* Ability to de-escalate complicated and intense situations.
* Must be able to adapt to ongoing change.
BENEFITS
Our competitive benefits package includes the following
* Immediate eligibility for health and welfare benefits
* 401(k) savings plan with dollar-for-dollar match up to 5%
* Tuition Reimbursement
* PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level
QUALIFICATIONS
* EDUCATION - H.S. Diploma/GED Equivalent
* EXPERIENCE - 2 Years of Experience
* CERTIFICATION/LICENSE/REGISTRATION -
Basic Life Support (BLS), Heartsaver CPR AED (HSAED): Heartsaver AED or BLS or 30 days of hire.