Guest Services

4 weeks ago


Palo Alto, United States Robert Half Full time
Job DescriptionJob DescriptionWe are in search of a Guest Services professional to join our team located in Palo Alto, California. This role provides personal assistance support and resources for our clients. The focus will be on meeting our guest's unique needs before, during and after their visit, making you an integral part of our operations. This role offers a contract to hire employment opportunity.

Responsibilities:

• Support the operations of service recovery, patient amenity programs, facilities, and emergency management programs, as well as retail programs.
• Continually assess and improve departmental performance based on customer needs, directing and participating in improving performance and services which benefit staff, clients, and other customers.
• Ensure retail programs meet sales goals, support merchandise plans against inventory, and enforce pricing strategies.
• Support department process improvements that are in place and follow up to ensure sustainability.
• Ensure compliance for patient amenities and infection control protocols are followed.
• Participate in cross-functional workgroups as required to help foster design programs that are patient and family-centered.
• Assist in the implementation of changes based on data analysis related to productivity, quality control, and desired outcomes.
• Provide necessary in-services across the organization.
• Ensure through reporting mechanisms the correct utilization of service recovery and patient amenity items.
• Manage inventory for service recovery and patient amenity programs and retail programs.• Demonstrated experience in customer service, ideally within a hospitality or retail setting
• Excellent communication skills, with the ability to interact positively with guests
• Proven sales skills, with a focus on meeting and exceeding targets
• Ability to produce accurate reports on guest interactions and issues
• Understanding of operations and planning in a customer-focused environment
• Knowledge of design principles and their application in a retail or hospitality context
• Experience with benefit functions and merchandising in a retail setting
• Familiarity with facility management and retail operations
• Proven experience in implementation and productivity improvement
• Understanding of industry best practices and ability to apply them in a work setting
• Data analysis skills, with a focus on using insights to improve processes and customer satisfaction
• Experience with process improvement initiatives and protocols
• Knowledge of quality control measures in a customer service setting
• Ability to ensure compliance with company and industry regulations
• Understanding of principles related to customer service and hospitality
• Experience in recovery and sustainability practices in a hospitality or retail setting
• Knowledge of amenities typically offered in a hospitality setting
• Familiarity with healthcare administration and infection control, if applicable to the role.

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