Running one of the nation’s leading research hospitals take knowledge, expertise, and foresight—the very qualities you will find in your peers on Rush University Medical Center’s management team. Our mission is to teach, study, and provide the highest quality healthcare, while reflecting the diversity of our communities in our programs, faculty, students, and service. As a member of our management team, you will ensure that this mission gets put into action, while finding unlimited opportunities to build on your own expertise and advance your career. Working at Rush means working for a renowned leader in healthcare, one whose breadth of management job opportunities is unmatched. It’s how your career should be.
Our job openings are designed to give you the best working experience in an ideal
learning environment.
~MANAGER Guest Relations
We are currently seeking to hire an experienced, customer focused , highly motivated, people person, as as manager of our guest relations department.
The Manager of Guest Relations is responsible for providing a welcoming, high quality and supportive hospital service experience for patients, families, visitors and staff. The Guest Relations manager is responsible for responding to the needs of these customers and providing support for Guest Relations associates. This position is responsible for the efficient operation of the Smith Lounge and the information desks, and for the performance of department associates assigned to these areas.
Principal Duties and Responsibilities:
Operations Management
Anticipates operations service needs and oversees the allocation of resources, data collection and analysis, and regular reporting of all guest relations activities to address those needs. Identifies, develops and implements program specific process improvement initiative.
Develops and/or enhances Guest Relations policies and procedures to ensure high quality service delivery. Ensures
Training and orientation of staff is conducted as needed, and seeks out systematic staff feedback relative to Guest
Relations associate performance.
Creates and monitors a systematic process that ensures all vendor encounters are recorded in the Reptrax system.
Collaborates with EPIC team to ensure that appropriate patient information can be gathered into the EPIC system.
Researches and implements improved and economic service to staff, patients and visitors. Assess vendor products and services and make appropriate recommendations.
Promotes and educates the Medical Center staff on procedures and policies of Hospital Guest Relations services.
Assesses and continuously seeks to improve the quality of the patient and visitor greeting and welcoming experience.
Human Resources
Provides leadership, oversight and coaching to Guest Relations staff to ensure a motivating environment where high quality service standards are consistently achieved. Reinforces standards and expectations by giving feedback in a participatory setting, and providing development support for continuously improving service delivery.
Leads the Guest Relations performance management process by setting goals, maintaining performance records,
providing written evaluations, establishing development plans, conducting on-going performance feedback,
recognizing high performers and addressing individual development needs.
Promotes a department culture of teamwork and mutual support. Monitors staff productivity, workload and morale with the goal of promoting employee satisfaction while accomplishing the department's mission.
Manages Guest Relations staff schedule, creates and enforces attendance policy, approves time and attendance records, makes hiring decisions, and oversees associate training and orientation of new hires.
Finance
Develops and manages the Guest Relationship Services budget and resources. Verifies and approves invoices.
Implements processes to enhance productivity and control expenses.
Professional Effectiveness
Lead by example and role model by consistently conveying a positive attitude, passion and pride in work.
Approaches all encounters with patients, visitors and fellow employees in a gracious, attentive, courteous and service oriented manner. Projects a welcoming and friendly manner.
Conducts all business, interactions and management activities with integrity and in a professional manner at all times
Presents a professional appearance and demeanor
Ensures these high same professional standards are maintained by department associates.
Knowledge, Skills and Abilities:
Bachelor's degree preferred and/or 3-5 years management experience in the Hotel and Hospitality Industry.
Strong leadership skills: ability to manage and motivate a staff
Ability to make decisions independently
Excellent organizational skills; ability to motivate and teach others
Exemplary customer service skills
Collaborate and work well with employees at all levels
Communicate effectively, both orally and in writing
Ability to multi task, analyze problems and develop solutions
Results -oriented
Good computer skills
Proficient bi-lingual skills a plus
You are required to submit your cover letter and resume in word format. You will need to provide 3 letters of reference as will if hired in this this position.
Only qualified applicants need to apply.