Guest Services Specialist – Guest Service/Information Desk – Kissimmee – On Call

  • Adventist Health System
  • Kissimmee, FL, USA
  • Jan 27, 2018

Job Description

Guest Services Specialist - Guest Service/Information Desk - Kissimmee - On Call
Florida Hospital Kissimmee seeks to hire a Guest Services Specialist who will embrace our mission to extend the healing ministry of Christ.

Facility Profile:
Florida Hospital Kissimmee is a 163 bed community-focused hospital, conveniently located near Walt Disney World. The team here is dedicated to bringing mission-focused, faith-based care to residents and visitors of Osceola and Orange Counties. At the heart of our latest expansion is a new, three-story tower featuring 80 expansive, private patient rooms and a host of modern amenities and technologies. Because we believe family support is an essential part of health and healing, we've included large, beautifully decorated family waiting areas with the comforts of home. Plus, each patient room includes ample space for visiting loved ones to relax, work and sleep.

Department Profile:
Florida Hospital's Guest Services department offers world-class customer service and is often the first faces patients and visitors encounter. Our team of highly engaged staff is dedicated to providing the best possible Patient Experience. Guest Services assist patients and visitors, providing them with information and helping to guide them to locations throughout the facility.

Work Hours/Shifts:
Scheduled days and hours may vary

Job Summary:
The Guest Services Specialist is responsible for providing customers and industry relations with support in a professional and gracious manner, and to perform Concierge Front Office duties. The essential hospitality standards must be used at all times: eye contact, smile, speak first and engage in polite conversation. This position acts as a communication liaison between departments and patients, and accompanies/assists patients to location as needed. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.

Knowledge, Skills, Education, & Experience Required:
  • Ability to be responsive to ever-changing matrix of hospital and customer needs.
  • Utilizes strong customer service skills with a pleasing personality that puts people at ease.
  • Ability to hand difficult and angry people with compassion, tact and diplomacy.
  • Ability to communicate both verbally and in written form with persons of varied backgrounds in a respectful, effective manner.
  • Mature judgment and the ability to handle confidential information within Florida Hospital guidelines and applicable regulations.
  • Ability to perform general clerical and reception activities in a professional manner.
  • Ability to work independently, being a self-motivator and quick thinker.
  • Typing skills of 20 words per minute
  • Knowledge of Microsoft Word, Publisher, Outlook and Excel (Preferred)
  • Bi-lingual (Spanish - English) (Preferred)
  • High School Diploma or equivalent (Preferred)
  • One year of experience in a position with direct customer interaction (Preferred)

Licensure, Certification, or Registration Required:
  • N/A

Job Responsibilities:
Demonstrates through behavior Florida Hospital's Core Values of Integrity, Compassion, Balance, Excellence, Stewardship and Teamwork as outlined in the organization's Performance Excellence Program
  • Serves as Hospital Information Desk receptionist, providing directions and information for visitors and customers as requested.
  • Greets all guests with a smile and appropriate verbal greeting, offering assistance. Answers phones and responds to customer questions. Maintains knowledge of all pertinent locations in the hospital. Acts as a communication liaison between departments and patients who are waiting. Diffuses difficult issues in appropriate manner, and utilizes service recovery techniques if a problem arises.
  • Accompanies/assists patients to location as needed by wheelchair.
  • Utilizes hospital information Systems as appropriate, maintaining patient confidentiality.
  • Types letters, prepares simple reports, flyers, graphs, posters and similar documents as needed to support the campus. Maintains employee communication bulletin boards with updated information.
  • Consistently demonstrates sensitivity, compassion, tactfulness, diplomacy, objectivity and non-judgmental attitude.
  • Adheres strictly to Florida Hospital Compliance Plan and rules and regulations of applicable regulatory authorities; protects confidentiality of patient/employee information. Adheres to HIPPA regulations.
  • Facilitates the smooth and efficient operations of the campus by being available and prepared to work as scheduled, and attending meetings as requested by manager.
  • Performs other duties as assigned or directed to ensure the smooth operation of the campus.

If you want to be a part of a team that is dedicated to delivering the highest quality in patient care, we invite you to explore the Guest Services Specialist opportunity with Florida Hospital Kissimmee and apply online today.

Job Keywords:
Guest Services, Customer Service, Kissimmee, On-Call