Guest Services Representative

Location: Downtown Orlando - Orlando Regional Medical Service

Shift: Sunday-Thursday or Monday-Thursday & Saturday (3pm - 11:30pm)

Title: Guest Services Representative

About Guest Services

Our Guest Services team is dedicated to creating a warm, welcoming, and supportive environment for everyone who walks through our doors. From providing directions to assisting families during stressful moments, this team is all about hospitality, compassion, and going the extra mile. As one of the first points of contact at ORMC, Guest Services sets the tone for the patient and visitor experience—making kindness and helpfulness a daily mission.

Position Summary 

The Guest Services Representative is responsible for providing exceptional service to patients and guests to ensure a positive experience within a hospital setting. This role involves greeting guests, handling inquiries, resolving concerns, and assisting with various guest needs. The ideal candidate is friendly, professional, and dedicated to maintaining high standards of hospitality.

Why Orlando Health?

️Education: Preferred Education Program, Tuition Reimbursement, Career Online High School, English Language Learning, and Public Service Loan Forgiveness (PSLF)

️Health: Medical, Prescription Drug Plan, Free Virtual Visits, Flexible Spending Account, Health Savings Account, Dental Plans, and Vision Plans

️Retirement: Up to 5% employer matching contributions 100% vested in OH’s contributions after three years of service with 1,000 hours or more

️Well-Being: TELUS Health, Active and Fit (access to fitness centers at a low rate), Real Appeal Weight Loss Program, Discount Program via PerkSpot, Team Member Pantry, Pet Therapy, Respite Rooms, and Grab and Go Meals

️Life Insurance: Basic Life and Accidental Death & Dismemberment, Supplemental Life, and Dependent Life

️Time Away: PTO, Four weeks paid parental leave, Leave of Absence, Extended Leave Plan, Short-Term Disability, and Long-Term Disability

️Family/Pets: Fertility Benefits, Adoption Assistance, Up to 10 days per calendar year (use for: Back-up Child Care, Back-up Elder Care, and Back-up Pet Care), Virtual Tutoring, OH Way Scholarship, and Pet Insurance

️Voluntary: Auto Insurance, Accident Insurance, Hospital Indemnity Insurance, and Critical Illness Insurance

100% PAID Tuition, as well as tuition reimbursement & monthly payments to help pay down any graduated school debt

Essential Functions

Escorts guests to their in-hospital destinations as needed.

Maintains current knowledge of hospital personnel, departments and their locations in order to refer guests to the appropriate department or person.

Provides information to all hospital team members.

Responds to needs of guests/team members either on the phone or in person.

Makes rounds on a regular basis of patient areas to identify and meet patient/visitor needs.

Maintains excellent working relationships with all hospital staff, management, and departments such as Volunteers, Social Work, and Home Health.

Assists Social Service with transportation and hotel or flight arrangements for patients and their families.

Displays a caring attitude as well as sensitivity to the needs/concerns of customers.

Presents a professional image in dress, hygiene and communications skills.

Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.

Maintains compliance with all Orlando Health policies and procedures.¿

Other Related Functions

Attends in services/meetings as required.

Completes all mandatory education.

Assume the responsibility for professional growth and development

Other duties as assigned.

Education/Training

High School diploma or equivalent.

Licensure/Certification

None.

Experience

Two (2) years of experience in a customer service setting.