Guest Services Representative

Job Title

Guest Services Representative

Employment Type:

Full time

Shift:

Rotating Shift

Description:

Provides a welcoming and resourceful presence as the first contact for our colleagues, patients, families, and visitors. Requires outstanding communication, critical-thinking and problem-solving skills, exceptional knowledge of the hospital's mission and values as well as a passion for excellence. Displays a high energy, can-do attitude in a highly visible position requiring a professional presence. Ability to perform basic patient care responsibilities to support experience and safety of our guests. Uses approved processes, systems, protocols and tools, screens incoming colleagues, providers, vendors and visitors entering Trinity Health facilities by following established CDC or other regulatory guidelines and internal procedures.

Hours | Schedule:

• Varies, morning, mid-shift. Every other weekend. 40 hours weekly.

Position Summary:

As the first point of contact for colleagues, patients, families, and visitors, the Guest Services Representative creates a welcoming and resourceful environment that reflects our mission and values. This highly visible role requires professionalism, strong communication, and problem-solving skills to ensure an exceptional experience for every guest. Responsibilities include greeting and assisting visitors, supporting basic patient care needs, and maintaining safety by following approved processes and regulatory guidelines. The ideal candidate brings a positive, can-do attitude, thrives in a fast-paced setting, and is committed to delivering excellence in every interaction.

What the Guest Services Representative will do:

• Communicates, collaborates, and welcomes colleagues, patients, visitors, volunteers and families.
• Provides visitor stickers to all patients and visitors entering the hospital and ensures vendors, contractors and colleagues are properly credentialed.
• Provides wayfinding services and assists in escorting patients towards their destination.
• Assess patient or visitor's needs and determines next steps to support their experience and safety. Recognizes and refers questions of a medical or personal nature appropriately.
• Follows screening guidelines if in place to ensure appropriate access to the facility.
• Ensures timely delivery of patient items – flowers, balloons, cards, personal belongings, etc.
• Assists patients to ensure parking tickets are appropriately validated.
• Appropriately accesses and utilizes computer systems, while abiding by HIPPA guidelines.
• Understands operating procedures, cash-handling processes (required while working in certain locations), compliance reports and duties at all Guest Services locations.
• Assesses and retrieves daily supplies needs from the main supply and maintains a clean environment.

What the Guest Services Representative Will Need:

• High school diploma or equivalent combination of experience and education.
• Demonstrated experience with Microsoft office products (word processing, spreadsheets, database and presentation software).
• Familiarity with standard desktop and windows-based computer system and other software.
• Preferred: Certification or Associates degree in healthcare, business, or related field.
• Preferred: One to two years guest/customer services experience
• Preferred: Efficiency in typing.

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.