Guest Services Lead - Carilion Roanoke Memorial Hospital

Assists Manager daily operations of Guest Services desks to ensure quality service. Coordinates Guest Services scheduling for appropriate staffing levels at all desk locations, must be available to fill in on sudden notice in order to cover for staff shortages. Responsible for overseeing day to day activities/operations of the guest services desks and lobby areas. Assists with employee interviews and new hire orientation/training. Conducts facility tours for community members/OB patients. Teams with manager on customer service practice and process improvement. Practices the SERVE-U philosophy.

• Enforces established hospital and department policies and procedures. Works with manager to update department policies and procedures in timely manner. Serves as staff/volunteer mentor on customer service aspects and process improvement. Builds positive relationships with volunteers who serve in department support roles. Communicates in a timely and appropriate manner.
• Ensures appropriate staffing coverage for Guest Services desks and assisted parking locations. Teams with manager to interview, select, orient, and train new staff. Provides fill-in coverage when needed for guest services and parking staff. Works with Guest Services and parking assistance team in keeping staging areas clear and maintaining smooth traffic flow in and out of the hospital.
• Teams with manager on conducting staff meetings.
• May provide analysis to aid in budget information (i.e. monitoring/reporting on overtime, supply ordering etc.)
• Identifies process improvement methods for Guest Services and Parking and works with manager for new process implementation. Creates an environment of continuous performance improvement where productivity and results are monitored and actions for improvement are identified.
• Assists in leading customer service effort by incorporating enhanced approaches when dealing with patients, visitors, customers and role modeling Carilion Clinic Values.
• Performs Kronos time-keeping entries each pay period.
• Provides input during the new hire interview process and weighs in on staff performance evaluations. Serves as staff/volunteer mentor on customer service aspects and process improvement. Builds positive relationships with volunteers who serve in department support roles. Communicates in a timely and appropriate manner.

Education: High school diploma or GED required; Associate's Degree in business or related field preferred.

Experience: Minimum 3 years of related experience required; demonstrated customer service skills and knowledge desired.

Other Minimum Qualifications: Strong verbal, written, and presentation skills. Effective interpersonal, communication and teamwork skills required. Must be able to handle numerous projects and deadlines simultaneously. Computer skills sufficient to meet key objectives of the position.

This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.

Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.