Guest Services Concierge 2

Baton Rouge, LA, USA|Onsite

Job Overview

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee assistance program

Professional development opportunities

flexible schedule

Job Description

Our hospital is a leading healthcare institution committed to providing exceptional care and service to patients and their families. We pride ourselves on a patient-centered approach that emphasizes compassion, respect, and clear communication. The hospital is equipped with state-of-the-art facilities and staffed by a dedicated team of healthcare professionals who work collaboratively to ensure an optimal patient experience. Known for our commitment to excellence, we continuously strive to improve our services and the overall experience of everyone who enters our doors.

The role of Guest Services Concierge 2 is integral to fostering a welcoming and supportive environment within our hospital. This position involves far more than just a front desk presence; it is about being the first point of contact and an ongoing liaison between patients, visitors, healthcare teams, and support staff. The Guest Services Concierge 2 is responsible for providing a warm and hospitable first impression to all who enter the facility, ensuring that visitors and patients feel valued and supported throughout their visit.

This role requires excellent communication skills and the ability to handle diverse situations with empathy and professionalism. The Guest Services Concierge 2 facilitates seamless communication between patients, families, and healthcare teams, which is essential for timely and effective care. By managing inquiries, providing directions within the hospital, and offering relevant local information, the Concierge helps alleviate stress and confusion for patients and their families. They also handle critical situations by recognizing potential crises and ensuring security is promptly involved, thereby maintaining a safe and calm environment.

Additionally, the Guest Services Concierge 2 coordinates administrative tasks such as managing deliveries, maintaining contact information, and ensuring the cleanliness and organization of service areas. They participate in continuous improvement processes by engaging in pilot programs and training, which supports the ongoing enhancement of guest services. This is a dynamic and impactful role requiring dedication to customer service excellence in a healthcare setting. Employment type is full-time, with a salary commensurate with experience and qualifications, reflecting the importance of this role in our hospital's commitment to compassionate patient care. The Guest Services Concierge 2 position is ideal for individuals passionate about hospitality and patient support within a healthcare environment and looking to make a meaningful difference in the patient experience.

Job Requirements

High school diploma or equivalent
Minimum three years of hospitality or customer service experience
Ability to communicate effectively with diverse populations
Proficiency with telephone and computer systems
Ability to recognize and respond to urgent situations
Capability to work both independently and as part of a team
Strong organizational skills
Willingness to participate in continuous training and improvement initiatives

Job Qualifications

High school diploma or equivalent
Three years of hospitality or customer service experience, preferably in a healthcare environment
Excellent communication skills
Ability to manage multiple tasks efficiently
Strong interpersonal skills
Problem-solving ability
Knowledge of hospital layout and local resources is a plus

Job Duties

Greet incoming patients and guests proactively to create a positive impression
Communicate effectively with patients, families, and team members to facilitate information flow
Use telephone consoles, computers, and resources to provide accurate information about patient locations, office hours, and other inquiries
Answer telephone calls promptly and professionally
Provide wayfinding services and escort guests to destinations within the hospital when appropriate
Anticipate and address customer needs by recommending campus services and local resources
Respond appropriately to urgent situations, including codes, by notifying leaders and resources
Identify service recovery situations and offer solutions
Complete zone rounding for cleanliness and deliver mail, flowers, and packages promptly
Set up, stock, maintain, and complete daily closing duties for assigned areas
Report maintenance and housekeeping needs and ensure timely resolution
Maintain accurate contact information for hospital personnel and local resources
Participate in continuous improvement programs and department meetings
Perform other duties as assigned