Guest Services Lead

Primary Purpose

Perform the duties of a Guest Services Specialist as well as assist the leadership team by supervising and reporting the assigned shift operations, including managing department staffing schedules and stations assignments to ensure coverage for all shifts and stations.

Minimum Specifications

Education

• Prefer a High School degree or GED.

Experience

• Prefer two (2) years of experience as a Guest Services Specialist with no history of progressive discipline in the past 12 months.

Equivalent Education and/or Experience

• May have an equivalent combination of experience as a Guest Services Ambassador or Guest Services Screener and customer-facing customer services experience to meet the experience requirement.

Certification/Registration/Licensure

Required Tests for Placement

Skills or Special Abilities

• Must demonstrate effective supervisory and decision-making skills.
• Must be able to apply sound judgment while resolving patients and visitors matters.
• Must exhibit caring, service-oriented behaviors towards all.
• Must excel at conflict resolution as well as service recovery.
• Must have excellent verbal and written communication skills.
• Must be organized and detail oriented.
• Must have excellent interpersonal skills, particularly in working with a diverse population.
• Must have the ability to represent Guest Services and Parkland Health in a positive and effective manner.
• Ability to use Microsoft Office including Word, Excel Outlook, and Office 365.

Responsibilities

• Provide direction, development, and guidance to Guest Services Staff.
• Lead, trains, and motivates frontline staff to achieve set departmental goals and objectives.
• Assists supervisors with daily operations and department staffing schedule, station assignments to assure staff coverage for all stations across shifts.
• Accurately track shifts time & attendance and reports any applicable updates, corrections, or operations concern to the supervisors and director through the shift turnover reports and escalate urgent matters to senior management as necessary.
• Assume supervisory decision making and accountability in the absence of Director/Manager/Supervisor
• Handles complaints in a timely and professional manner; promotes excellent customer services, perform service recovery for assigned shift/stations
• Serves as the main point of contact for the department for escalations, Trauma notifications, Transplant notifications, and other emergency/disaster management-related matters.
• Serves as a back-up for all Guest Services shifts, as needed, to ensure continuous, high-quality service is available to the hospital during departmental hours of operations.
• Serves as a model to the front-line Guest Services team members and able to perform the entire job function and responsibilities of a Guest Services Specialist.