Guest Services Manager

7 days ago


La Follette, United States Genesis Healthcare LLC Full time
About the Role
Cumberland Village seeks a Guest Service Supervisor, full-time, Monday through Friday, days. This position requires past customer service experience.

We are seeking a dedicated and compassionate individual to oversee Customer Service, Recreation - Entertainment, the Gift Shop, and Salon Services; supervise Guest Services Department staff, receptionists, and volunteers.

The ideal candidate is a member of the nursing center interdisciplinary and management team who can listen to what customers want, advocate for their quality of life, maintain flexibility to meet the needs of a variety of customers, and deliver on small but important requests.

Benefits
* $15.00 - $16.00 per hour
* Variable compensation plans
* Tuition, Travel, and Wireless Service Discounts
* Employee Assistance Program to support mental health
* Employee Foundation to assist financially with unforeseen hardships
* Diverse, Equitable, and Inclusive (DEI) workplace with DEI committee. DEI is a part of our company's DNA.
* Nursing Student Loan Debt Repayment and Tuition Assistance
* Health, Dental, Vision, Company-paid life insurance, 401K, Paid Time Off

We also offer voluntary insurances such as:

* Pet Insurance
* Term and Whole Life Insurance
* Short-term Disability
* Hospital Indemnity
* Personal Accident
* Critical Illness
* Cancer Coverage

Responsibilities
* Ensure a meaningful Guest Services program for all guests that includes creative, intellectual, physical, service, social, and spiritual individual, and group opportunities each week based on the customer's needs, interests, abilities, preferences, treatment plans and goals.
* Work with center staff to resolve guest concerns
* Manage the monthly and annual customer satisfaction survey process within the facility and be responsible for the facility's customer satisfaction scores and response rates.
* Supervise the guest discharge follow-up process and ensure that discharged guests are contacted within 72 hours after discharge.
* Coordinate the Partner Program to ensure successful transition of new guests into nursing center life, including ensuring that rooms are ready for new Admissions, obtaining preference and choice profile from the guest and/or family; and getting to know new guests within 48 hours of admission.

Qualifications
* Bachelor's degree or higher preferred.
* Two (2) years full-time experience in customer service/hospitality preferred.

Location
This role is based in La Follette, with an estimated salary range of $60,000 - $65,000 per year, depending on experience.

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