Guest Services Manager

1 week ago

Atlanta Georgia, United States Emory Healthcare Full time
Job Summary

We are seeking a highly skilled Guest Services Manager to join our team at Emory Healthcare. As a key member of our operations team, you will be responsible for ensuring that our patients and guests receive exceptional service and care.

Key Responsibilities
  • Supervise and manage a team of staff, including outside contractors, to ensure seamless operations
  • Provide ongoing performance feedback, address problems, and orient and train employees to ensure they have the skills and knowledge needed to excel in their roles
  • Schedule staff, monitor and direct workflow to ensure efficient and effective operations
  • Evaluate and recommend revisions to job descriptions of staff who interface with patients and visitors to ensure they are aligned with our high standards of service
  • Manage the operations of valet parking, guest services, Rollins Pavilion, and/or Mason House to ensure a positive experience for our patients and guests
  • Investigate complaints and guest service-related incidents to identify areas for improvement and implement corrective actions
  • Schedule van shuttle routes to ensure timely and efficient transportation for our patients and guests
  • Develop, review, revise, and communicate departmental policies and procedures regarding guest relations and volunteer personnel in accordance with organizational guidelines
  • Meet with other staff members to discuss progress and develop future courses of action to ensure alignment with our goals and objectives
  • Develop volunteer opportunities to engage our community and promote our mission
  • Coordinate 24-hour coverage of the Mason House and offices, assume primary call responsibilities, and work weekends on a rotational basis to ensure seamless operations
  • Ensure the comfort and satisfaction of our guests on a daily basis, orient them to our facilities, and keep the Director informed of guest services and daily House operations
  • Maintain and purchase inventory of house/office supplies to ensure we have the necessary resources to provide exceptional service
  • Schedule van maintenance as needed to ensure our vehicles are safe and reliable
  • Plan, administer, and monitor the department's capital equipment, operations, and personnel budgets to ensure we are operating within our means
  • Review prior year expenditures, regularly review year-to-date expenditures, investigate variances, and take corrective action as necessary to ensure we are meeting our financial goals
  • Prepare operation expense sheets for the facility(ies) to ensure accurate and timely reporting
  • Makes recommendations for capital asset repair and replacement to ensure our facilities are well-maintained and up-to-date
  • Coordinate with Admissions/Patient Financial Services to ensure patient accounts have been approved and appropriate charges are made
  • Maintain records and cash deposits for guest payments and gifts received to ensure accurate and timely reporting
  • Provide facility director with admissions report on a monthly basis to ensure we are meeting our goals and objectives
  • Develop and implement activities to recruit new volunteers to engage our community and promote our mission
  • May survey other departments and programs to ascertain needs that could be filled through volunteer services
  • Develop and monitor customer feedback mechanisms for service improvements, the need for volunteers, and volunteer services; analyze potential assignments
  • Attend staff, auxiliary, volunteer, and community organization meetings to ensure we are aligned with our goals and objectives
  • Develop and implement motivation and recognition programs to acknowledge volunteer performance
  • Manage reservations, registrations, and/or room assignments for future patients and guests of Rollins Pavilion and Mason House; coordinate with physicians, Admissions, Patient Financial Services as appropriate
  • Provide tours of facility(ies); implement house rules, arrange transportation, hotels, valet service, laundry, dry cleaning, media, and other amenities/special needs as required/appropriate
  • Facilitate classes on service excellence for orientation and reorientation of facility(ies); recommend training requirements on service excellence
  • Provide customer services/hospitality training to Rollins Pavilion staff (quarterly)
  • Supervise facility(ies) maintenance, oversee cleaning services, perform household chores, landscaping needs, and/or maintenance requests
  • Perform other related duties as required
Requirements
  • Bachelor's degree in public relations or related field (hospitality, communications) preferred
  • Three years of related experience, two of which are in a management/supervisory role
Accommodations

Emory Healthcare will provide reasonable accommodation to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Office of Diversity, Equity, and Inclusion.

Physical Requirements

(Medium-Heavy lbs., 0-33% of the work day (occasionally); 20-35 lbs., 34-66% of the workday; (frequently); 10-20 lbs., 67-100% of the workday (constantly); Lifting 75 lbs. max; Carrying of objects up to 35 lbs.; Occasional to frequent standing & walking; Occasional sitting; Close eye work (computers, typing, reading, writing); Physical demands may vary depending on assigned work area and work tasks.

Environmental Factors

Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure; Bio-hazardous waste Chemicals/gases/fumes/vapors; Communicable diseases; Electrical shock; Floor Surfaces; Hot/Cold Temperatures; Indoor/Outdoor conditions; Latex; Lighting; Patient care/handling injuries; Radiation; Shift work; Travel may be required; Use of personal protective equipment, including respirators; environmental conditions may vary depending on assigned work area and work tasks.

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