A Brief Overview:
The Guest Services Manager will be reporting to the Vice President, the Guest Services Manager oversees the team members handling the information desk and valet within their hospital. Some reports will be 'dotted lines' as functions are currently provided through contract services (e.g. valets). Regardless of reporting line, the Concierge Services Manager is responsible for providing consistently excellent service to both internal and external customers (e.g. patients, physicians, Patient Access Center, various hospital Department Heads and all other staff). Works with the other Department Heads to ensure that NorthShore policies and procedures are adhered to at all times. Responsible for ensuring that service issues within their areas of responsibility are recorded for tracking purposes. Uses feedback analysis to develop and implement service recovery tools and strategies, along with the Vice President. Often involved in personally achieving resolution or coordinating the efforts of others in achieving resolutions. Handles VIP concierge arrangements in conjunction with the administrative staff. Leads team by example.

What you will do:

• Responsible to help implement customer service initiatives along with Administration in all inpatient and outpatient areas of site hospital.
• Oversees the concierge staff, standards, and processes at site hospital.
• Assesses and problem-solves issues and patient concerns. Ensures timely recording and resolution of same.
• Reviews and responds to complaints and issues identified through patient survey tools.
• Often involved in coordinating the efforts of others in achieving resolution, or forwarding to those who can achieve resolution.
• Coordinates with other departments to resolve issues and ensure outstanding hospitality is offered by all departments to patients and visitors.
• Handles service issues by telephone and written response to patient/physician complaints, consulting with Administration and Risk Management Department when appropriate.
• Brings new and innovative customer service ideas from hospitality and other industries.
• Informs Administration of problem deemed significant and all on-going situations.
• Educates internal and external customers regarding NorthShore service offerings.
• Authorizes or recommends reimbursements and billing write-offs as appropriate.
• Assists patients in locating lost or misplaced items. Works to resolve losses on behalf of the hospital.
• When notified of lost item, if not with public safety, will assist public safety (if appropriate) to search the department where the patient has been and check with staff. If unable to find lost items, works with appropriate staff to determine if hospital is at fault and negotiates loss with patient/family, processing paperwork to Accounts Payable.
• Keeps record of monies paid out as reimbursement, tracks location where loss occurred, and enters in computer.
• Provides information to allow service issue recording into appropriate computer system for documenting, tracking, trending, and reporting.
• Develops and implements system and process improvement in coordination with affected department managers.
• Tracks number of systems and process improvement implemented for trending and improvement metrics.
• Promotes positive customer relations by attentive listening, empathetic responses in a courteous, friendly, and professional manner.
• Is a role model of customer service through responsiveness, proactively offering assistance whenever possible. Understands the concept of internal and external customers, and that we are privileged to serve them.
• Always addresses fellow staff members by name and communicates with all staff and patients' families in a positive and professional manner. Demonstrates understanding of hospital organizational structure.
• Interacts with all community members in a positive and professional manner. Handles all requests for services expeditiously.
• Observes hospital standards for all communication by assuring written communication is error free. Demonstrates good word processing skills in handling all department communication.
• Serves as a role model, educator, and resource regarding customer service and service recovery to all front-line staff in all departments, and Department Heads.
• Promotes positive customer relations by attentive listening, empathetic responses in a courteous, friendly, and professional manner.
• Is a role model of customer service through responsiveness, proactively offering assistance whenever possible. Understands the concept of internal and external customers, and that we are privileged to serve them.
• Always addresses fellow staff members by name and communicates with all staff and patients' families in a positive and professional manner. Demonstrates understanding of hospital organizational structure.
• Interacts with all community members in a positive and professional manner. Handles all requests for services expeditiously.
• Observes hospital standards for all communication by assuring written communication is error free. Demonstrates good word processing skills in handling all department communication.
• Serves as a role model, educator, and resource regarding customer service and service recovery to all front-line staff in all departments, and Department Heads.
• Establishes and maintains ethical working relationships and good communication with attending physicians, department supervisors, staff members, and all other hospital personnel and customers.
• Maintains a positive, supportive work environment with co-workers.
• Deals discreetly with large amount of sensitive, confidential information concerning professional conduct and performance of departmental staff.
• Ongoing growth and development from participation in events such as workshops, in-service programs, and department meetings.
• Able to provide services of the concierge in their absence.
• Develops/provides input to the development of budgets and/or other operational functions.
• Supervises staff members - includes handling staffing, hiring, managing employees relations, and performance evaluations.
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What you will need:

• Bachelors Degree Hospitality Required
• 5+ Years of work experience within a high-volume customer service field required.
  And
• Strongly prefer full-service hospitality background. And
• Experience in a health care environment and advantage.
• Excellent interpersonal, listening, writing communication, verbal communication, and computer skills required.
• Resourceful and attentive to details.
• Ability to work in fast-paced and demanding situations, moving expeditiously.
• Able to appropriately prioritize multiple tasks.
• Ability to learn use of EPIC and other HIT systems, including incident report entry and tracking.
• Able to problem-solve with other Department Heads as a team player.
• Ability to listen and empathize with internal and external customers, acting as the patient 'champion' when necessary, and a NorthShore 'champion' at all times.
• Able to utilize volunteer services.
• Ability to communicate effectively, particularly with people who may be upset, angry, or anxious in a diplomatic manner.
• Displays courteous and professional manner through interaction, appearance, and attitude.
• Displays an appropriate sense of humor.
• Must be comfortable with the fact that this is a highly 'visible' position, both organizationally and operationally.

Benefits:

• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, and Vision options, including Domestic Partner Coverage
• Tuition Reimbursement
• Free Parking at designated locations
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities