Guest Services Coordinator

4 weeks ago

Houston, Texas, United States CommonSpirit Health Full time
Job Summary

We are seeking a highly organized and customer-focused Guest Services Concierge to join our team at Baylor St. Lukes Medical Center. As a key member of our hospitality team, you will be responsible for providing exceptional service to patients, families, and visitors, ensuring a positive and memorable experience during their stay.

Responsibilities
  1. Establish a rapport with patients and families to determine and coordinate nutrition needs, food, and mealtime preferences.
  2. Respond to complaints and concerns of patients/families and communicate identified issues to the assigned nurse or Charge Nurse.
  3. Work with Marriott Food Service to limit or resolve delays in service, communicate delays to patients and families with a face-to-face interaction, providing an estimated time of resolution.
  4. Act as an intermediary to the Marriott Food Service on behalf of patients and their families.
  5. Interact with patients/families/customers, utilizing feedback to improve and reinforce positive patient experience.
  6. Consult, collaborate, and cooperate with colleagues, peers, supervisors, and other healthcare providers in a professional manner to improve the quality, effectiveness, and efficiency of patient care.
  7. Understand and practice regulatory agency standards and department/organization policies/procedures, including OSHA, HIPAA, Infection Control, Environment of Care, National Patient Safety Goals, patient care, food service policies/procedures.
  8. Order specialty supplies from appropriate vendors.
  9. Check daily to ensure scheduled breakfast, lunches, and dinners are ordered appropriately from the Marriott partner restaurant.
  10. Ensure proper timeliness of food delivery, including coffee and tea times.
  11. Maintain adequate stock of supplies for the kitchen and patient rooms.
  12. Maintain the kitchen to meet regulatory standards.
  13. Prepare and maintain clean coffee pots and brew fresh coffee daily and throughout the day.
  14. Daily loading/unloading of dishwashers; place in appropriate shelving.
  15. Replate and serve patient meals timely and accurately.
  16. Coordinate meal pick-up and delivery with the Marriott partner restaurant.
  17. Use safe food handling practices in accordance with appropriate regulatory standards.
  18. Empty kitchen trash cans, remove leftover items/equipment from patient rooms daily.
Qualifications

Required Education and Experience:

High School Diploma/GED

Required Licensure and Certifications:

Must have ServSafe Food Handlers certification

Required Minimum Knowledge, Skills, Abilities, and Training:

Must be customer-service oriented and present a professional image.

Must be proficient in the English language, communicating professionally.

Able to pay attention to detail, follow procedures, and work effectively with others.

Must be highly organized and manage time well.

Able to thrive in a fast-paced, dynamic environment.

Team player and a positive attitude is a must.

Must be able to lift up to 35 lbs.

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