Guest Services Representative

Job Description

Guest Services Representative

About City of Hope

City of Hope is an independent biomedical research and treatment organization for cancer, diabetes and other life-threatening diseases.

Founded in 1913, City of Hope is a leader in bone marrow transplantation and immunotherapy such as CAR T cell therapy. City of Hope's translational research and personalized treatment protocols advance care throughout the world. Human synthetic insulin, monoclonal antibodies and numerous breakthrough cancer drugs are based on technology developed at the institution. AccessHope, a subsidiary launched in 2019 serves employers and their health care partners by providing access to City of Hope's specialized cancer expertise.

A National Cancer Institute-designated comprehensive cancer center and a founding member of the National Comprehensive Cancer Network, City of Hope is ranked among the nation's "Best Hospitals" in cancer by U.S. News & World Report and received Magnet Recognition from the American Nurses Credentialing Center. Its main campus is located near Los Angeles, with additional locations throughout Southern California, Arizona, Illinois and Georgia.

Job Description:
Hours:
Sat: 9:00am - 5.30pm, Sun: 12:30pm - 9:00pm, Mon: 10:00 am - 6:30pm, Tues and Wed 9:00am - 5:30pm

Job Overview

Provides hospitality services to oncology patients and their families. Puts patients' needs first, exhibiting sensitivity to the needs of patients and their family members. Orients them to the Outpatient Accommodations and hospital facilities to facilitate a positive experience, striving to exceed expectations. Caters to all clientele and provides exemplary service to those in his or her care. Consistently demonstrates service excellence by delivering thorough, responsive feedback to all patients and employees. Represents the Guest Services department by upholding the Mission, Vision, Values, Promise and Service Standards of the organization to deliver exceptional customer service at City of Hope Atlanta.

Checks guests in and out of onsite hotel accommodations, greeting all visitors in a warm and professional manner and exceeding guests' expectations. Demonstrates fiscal responsibility, handling financial transactions, including credit cards, cash and checks. Escorts guests to their rooms as needed, assists with luggage storage. Informs guests of hospital services, guest services, educational programming, social and leisure activities and special events. Coordinates all guest requests for special arrangements and services, courteously and efficiently, ensures guest confidentiality following HIPAA guidelines. Respects and adheres to all hospital and departmental policies, procedures, and guidelines.
Makes reservations for patients and guests for hotel accommodations. Works closely with other hospital departments, such as Scheduling and Transportation and community vendors and off-site hotels. Ensures that all details are taken care of and communicated effectively to our guests in a timely manner.
Represents Guest Services in a positive, professional, team oriented and cooperative manner. Serves as on-call representative for Guest Services as required. Cross-trains in Patient Relations and Volunteer Services to provide support to guests, serving as concierge, overseeing guest activities and outings as needed, and providing timely service and service recovery when necessary. Answers Guest Services phones in a professional manner and handles inquiries with excellent service efficiency. Assists with documentation as needed.
Maintains inventory of supplies for Outpatient Accommodations. Notifies Guest Services management and takes direction for supply acquisition as needed. Serves as a good steward of resources.
Cross-trains to serve as a back-up lobby ambassador. Helps with luggage storage and wayfinding. Meets all applicable regulatory requirements and completes all necessary training for such welcome desk duties.

Education/Experience Level

High school graduate , bachelor's degree preferred
Two years of customer service experience, hotel experience preferred

Pay Range
$16.50 - $21.26

Placement within the identified pay range is based on individual and market factors including, but not limited to, experience, education, credentials (including licenses and certifications), geographic location, market competition, skill set (including market availability of required skills), assigned/anticipated job tasks, and level of responsibility. These factors are considered without regard to an individual's status as a member of any protect group pursuant to federal, state, and/or local law.

City of Hope's commitment to Diversity, Equity, and Inclusion

We believe diversity, equity and inclusion is key in serving our mission to provide compassionate patient care, drive innovative discovery, and advance vital education focused on eliminating cancer and diabetes in all of our communities. Our commitment to Diversity, Equity and Inclusion ensures we bring the full range of skills, perspectives, cultural backgrounds, and experiences to our work -- and that our teams align with the people we serve in order to build trust and understanding. We are dedicated to fostering a community that embraces diversity - in ideas, backgrounds, and perspectives; this is reflected in our work and represented in our people.

Visit: Jobs.cancercenter.com to begin your journey.