Guest Services Referral Specialist in Pinehurst, North Carolina at FirstHealth of the Carolinas

Description:

The Clara McLean House Guest Services/Referral Specialist is the primary contact for guests for Clara’s House. This is a professional position that interacts with guests daily and is responsible for the overall safe and efficient operation of the house. While on duty, this position oversees processes related to guest stays, and is responsible for implementing house policies/procedures, guest rules, all in conjunction with and providing support to the House Manager.

Job Responsibilities

Guest Services

· Coordinates guest transportation to hospital via courtesy van or consultation with FirstHealth Security.

· Primary point of contact for discount lodging services which includes assisting families with hotel reservations when they cannot be accommodated at CMH.

· Champion for employee engagement and satisfaction projects as requested, Baking Brigade and Souper Monday.

· Be available to talk with and assist guests.

· Maintain in strict confidence all information and conversations regarding patients and families.

· If necessary, remove guests that are inappropriate for the setting in collaboration with House Manager or Director and FirstHealth Security staff.

Personnel/Volunteer/Vendor Management:

· Prepare Housekeeper duties daily checklist

· Maintain communication system between shifts and attend scheduled staff meetings.

· Provide House Volunteer assistance and direction as needed in absence of Volunteer Coordinator.

· Maintain positive relationships with vendors, contractors, following through with visit and outcome details with House Manager.

Operations Management:

· Assume comprehensive daily operations lead as directed or in in absence of House Manager.

· Process qualified guest referrals from hospital navigators and nurses, and if rooms are not available, discuss appropriate action with House Manager or Director.

· Build and maintain positive working relationships with all referral sources within FH and with outside clinics.

· Register and check out guests, maintain registration system accuracy.

· Provide daily financial reporting to Foundation

· Request pantry order weekly from food and nutrition, keep inventory updated, and stock items in appropriate areas.

· Assists with in house conference services to include Shadowlawn, organization, inventory, preparing signage, CMH proper set ups and breakdowns and A/V assistance.

· Maintain the Gift in Kind log, following thank you process for each donation.

· Coordinate cleaning of rooms after check-out working with housekeeper.

· Should a housekeeper not be available, and a dirty room is needed for house guests, the Guest Services position will take necessary steps to ensure the room is cleaned.

· Answer and stay in wireless telephone contact during entire shift.

· Communicate safety or out of service issues with guests and staff promptly using signage, verbal, and/or written warnings.

· Submit work orders for house repairs and handle routine cleaning, maintenance and repairs, as necessary. Routine cleaning duties are outlined in the shift checklist.

· Notify House Manager of any accidents, problems, or unusual happenings.

· In absence of House Manager, responsible person in case of emergency or fire. Knowledge of emergency/safety systems crucial in being able to direct guests to safety.

· Implement weekend closure duties.

Additional skills:

· HHK - Guest registration system/database, room key card system, computers, phone system, copier/scanner/fax. Flexible, yet capable of directing guests and enforcing policies.

· Ability to work overnight or swing shift to fill in vacant shifts

Qualifications:

Excellent written, verbal, and interpersonal communication skills are required. Ability to react calmly and adjust in an ever-changing environment while displaying a professional and positive attitude. Need to be able to convey a warm sense of hospitality as the frontline employee providing a high level of customer service. Excellent critical thinking skills. Highly organized. Advanced computer literacy. References are required.

Education/formal training/licensure/certification experience:

· High School graduate; college degree preferred.

· Minimum 3 years combined experience in healthcare, social services, hospitality services or facility management.

· References required