Job Description

**JOB SUMMARY**

The Guest Services Concierge provides consistent highly personalized concierge services to guests and patients in accordance with guest services guidelines, policies and procedures.

**ESSENTIAL FUNCTIONS OF THE ROLE**

+ Greets patients, families and visitors in a friendly professional manner.

+ Answers questions and provides listings of local amenities to include dining, local hotels, restaurants, flower shops, bus schedules, airline information, car rental services and pharmacies.

+ Identifies and reports visitors, guests and patients needs. Resolves customer issues or escalates to supervisor, as required.

+ Provides escorts for patients and visitors to areas throughout the hospital that are difficult to locate. Refers patients and visitors to appropriate services where their needs and concerns can be addressed.

+ Maintains standards of customer service excellence.

+ Maintains current information and materials regarding facilities, services and local restaurants and attractions.

+ Cleans and reports the status of assigned equipment. Maintains cleanliness of the lobby and surrounding areas.

**KEY SUCCESS FACTORS**

+ Knowledge of methods and benefits for providing customer service.

+ Good verbal communication and non-verbal effective listening skills.

+ Skilled in the use of computers and related software applications.

+ Ability to establish and maintain effective working relationships.

+ Ability to focus on crucial patient and guest details.

+ Ability to diffuse anger, collect information and resolve complaints.

**BENEFITS**

Our competitive benefits package includes the following

+ Immediate eligibility for health and welfare benefits

+ 401(k) savings plan with dollar-for-dollar match up to 5%

+ Tuition Reimbursement

+ PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level

**QUALIFICATIONS**

- EDUCATION - H.S. Diploma/GED Equivalent

- EXPERIENCE - Less than 1 Year of Experience

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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