Guest Relations Coordinator

Company: Stonerise Healthcare LLC
Location: Charleston
Posted on: November 12, 2021

Job Description:

Summary: The Guest Relations Coordinator provides Customer Service, Recreation and Entertainment, and is a member of the interdisciplinary team. The Guest Relations Coordinator coordinates with all departments to ensure customers' needs are met and exceeded, that complaints are resolved, and proactively seeks innovative ways to create a positive experience. The Guest Relations Coordinator supports customers in maintaining their typical/preferred routines during their stay in a center. The Guest Relations Coordinator listens to what customers want, advocates for their quality of life, maintains flexibility to meet the needs of a variety of customers, and delivers on the small but important requests. PRIMARY RESPONSIBILITIES: * Puts Customer Service first and ensures that customers and families receive the highest quality of service in a caring and compassionate atmosphere recognizing the individuals' needs and rights as primary. * Demonstrates knowledge of the services provided by the center. * Works with center staff in resolving customer concerns. If unable to resolve, reports to Guest Relations Director. * Serves as a facility-wide coach to maintain the highest level of customer service. * Promotes a culture that understands and is focused on excellent customer service. * Supports individual departments to assist them with what they can do to promote excellent customer service within their part of the team. * Assists in managing the discharge process. Ensures that residents are packed and ready to go at time discharge and that they are contacted within 72 hours after discharge for follow-up. * Ensures successful transition of new patients into Center life, including: completion of admission paperwork with resident and /or responsible party, ensuring that rooms are ready for new admissions and readmissions; obtaining preference and choice profile from patient and/or family; becomes familiar with new customers within 24 hours of admission. * Ensures a meaningful Guest Services program that includes creative, intellectual, physical, social, and spiritual, individual and group opportunities based on the customer's needs, interests, abilities, preferences, treatment plans and goals. * Assists with scheduling of patient's/resident's day to support their preferred routine. * Works closely with all departments (Dining Services, Nursing, Environmental, Rehabilitation, Social Services, etc.) to coordinate offerings, celebrations, and customer service. * Provides resources for the special interests of customers, whenever possible, as well as materials for independent activity. Maintains flexibility in the program for spontaneous recreation; ensures facility is supporting customers in maintaining preferred routines * Surveys guests periodically for input on programs, classes, outings, demonstrations, social gatherings, etc. * Evaluates the effectiveness of Guest Services in terms of: * Enhancing the quality of each person's life; * Meeting goals and performance objectives of the program; * Develops positive relationships with patients' families. * Orients family members to the Guest Services' role, and the center's philosophy on customer service/satisfaction. * Provides ongoing communication to residents and their families. * Demonstrates sensitivity to all cultural differences that may have an impact on the guest experience. * Ensures that all Guest Services programs adhere to safety and infection control standards. * Keeps abreast of Federal, State and local requirements that relate to Guest Services programming. * Maintains confidentiality when dealing with patients/residents, their families and records. * Demonstrates knowledge of rights and concerns for the welfare of all patients/residents. * Ensures that Guest Services complies with center's policies and procedures and federal/state regulations. * Performs other duties as requested. Effort has been made to make your job description as complete as possible. However, due to changing federal, state, and local regulations, specific requirements may change your duties. Thus the omission of certain areas does not exclude your accountability/responsibility to the center. PHYSICAL REQUIREMENTS * Required to sit, stand, walk, and bend repetitively. * Required to push, pull and lift objects greater than 30 pounds at times. * Works in an environment that may host noise, activity, interruptions, and other distractions or events. * Primary role may result in a high risk of exposure to bio hazardous contaminants or bodily fluids. EDUCATION and QUALIFICATION * Associates Degree or higher education * Two (2) years full-time experience in long-term care or hospital setting preferred JOB SKILLS * Ability to lead others * Effective communicator with excellent verbal and written skills * Well-developed organizational abilities * Excellent customer service and hospitality skills * Ability to teach, train, and guide others * Maturity and social skills to interact with guests * Record keeping and documentation skills * Evening and weekend availability

Keywords: Stonerise Healthcare LLC, Charleston , Guest Relations Coordinator, Other , Charleston, West Virginia