Manager, Guest Services

• Supervises staff, including outside contractors, and manages employee performance.
• Provides on-going performance feedback, addresses problems, orients and trains employees, verifies competency and identifies and suggests ways to develop skills.
• Schedules staff, monitors and directs workflow.
• Evaluates and recommends revisions to job descriptions of staff who interface with patients and visitors.
• Manages the operations of valet parking, guest services, Rollins Pavilion and/or Mason House.
• Investigates complaints and guest service-related incidents.
• Schedules van shuttle routes.
• Develops, reviews, revises and communicates departmental policies and procedures regarding guest relations and volunteer personnel in accordance with organizational guidelines.
• Meets with other staff members to discuss progress and to develop future courses of action.
• As appropriate, develops volunteer opportunities.
• Coordinates 24 hour coverage of the Mason House and offices, assumes primary call responsibilities, works weekends on a rotational basis, schedules self, other staff and volunteers for house/office duty, and assists with development of the volunteer network.
• Ensures comfort of the guests on a daily basis, orients guests, and keeps Director informed of guest services and daily House operations.
• Maintains and purchasing inventory of house/office supplies.
• Schedules van maintenance as needed.
• Plans, administers and monitors the department's capital equipment, operations, and personnel budgets.
• Reviews prior year expenditures, regularly reviews year to date expenditures, investigates variances, and takes corrective action as necessary.
• Prepares operation expense sheet for the facility(ies).
• Makes recommendations for capital asset repair and replacement.
• Coordinates with Admissions/Patient Financial Services to insure patient's account has been approved/specifically VIP's and that appropriate charges are made.
• Maintains records and cash deposits for guest payments and gifts received.
• Provides facility director with admissions report on a monthly basis.
• Develops and implements activities to recruit new volunteers.
• May survey other departments and programs to ascertain needs which could be filled through volunteer services.
• Develops and monitors customer feedback mechanisms for service improvements, the need for volunteers, and volunteer services; analyzes potential assignments.
• Attends staff, auxiliary, volunteer and community organization meetings.
• Develop and implement motivation and recognition programs to acknowledge volunteer performance.
• Manages reservations, registrations and/or room assignments for future patients and guests of Rollins Pavilion and Mason House; coordinates with physicians, Admissions, Patient Financial Services as appropriate.
• Provides tours of facility(ies); implements house rules , arranges transportation, hotels, valet service, laundry, dry cleaning, media, and other amenities/special needs as required/appropriate.
• Facilitates classes on service excellence for orientation and reorientation of facility(ies).
• Recommends training requirements on service excellence.
• Provide customer services/hospitality training to Rollins Pavilion staff (quarterly).
• Supervises facility(ies) maintenance, oversees cleaning services, performs household chores, landscaping needs and/or maintenance requests.
• Performs other related duties as required.

• A bachelor's degree in public relations or related field (hospitality, communications) preferred.
• Three years of related experience, two of which are in a management/supervisory role.

Emory Healthcare