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Circles Guest Services Manager in Queens, New York

Position Overview:

The Guest Services Manager will act as Circles key representative for our healthcare client based in Queens, NY, ensuring overall program success across the system. In this role, you will serve as a key member of Circles’ US Operations Team, with a primary focus on building a strong team, planning and implementing of policies and initiatives to ensure that we are providing outstanding service to the patients, family members and clients we serve. You will oversee a dynamic team of Guest Services staff who provide services and support to identified patients, family members and caregivers that are admitted to a specific unit within the hospital.

Our team will be dedicated to patient care and customer service, taking care of everything from the ordinary to the extraordinary. You will not only lead our team, but assist our clientele via face-to-face interaction, email and phone providing prompt, courteous and customer-oriented services to patients and families. You will make recommendations and offer suggestions, as well as fulfill patient and family requests to satisfy their needs. This position requires exemplary hospitality skills, leadership experience and an unwavering commitment to customer satisfaction. You must read, write and speak fluent English and Mandarin.

Job Responsibilities:

  • Building and maintaining a strong, strategic, and service minded relationship with client, and our team members

  • Plan and schedule staff working hours based on patient and request volumes

  • Managing daily workflow and case assignment to team members

  • Sourcing and managing external vendors to bring amenity services onsite to patients and families

  • Order, manage and the track Guest Services inventory for customized packages

  • Working closely with our Client on delivering Guest Services value proposition throughout the hospital

  • Flexibility and willingness to take on various roles within the patient lifecycle depending on Client and business needs

  • Ability to work in a very diverse and fast paced environment, ability to make quick decisions

  • Coaches, trains, and continuously works to improve staff and level of service being performed

  • Providing uncompromising service to patients and guests by arranging personal and convenience services

  • Communicate and act as a role model of the hospitals’ mission, vision, and values in accordance with our high reliability culture.

  • Responding to patients and their guest's requests for visitor information, special arrangements or services and planning or identifying proper providers to assist

  • Fulfilling patient requests, running errands, coordinating dining needs, performing, and presenting information research and various other personal service requests

  • Contact appropriate individuals or client departments as necessary to resolve calls, requests or problems

  • Triaging any clinical or health related requests to appropriate Client liaison assigned

  • Monitor daily productivity and efficiency for the purpose of apportioning work, evaluating team member performance, conducting disciplinary actions and/or implementing improvements or changes in staffing to enhance departmental operations

  • Works closely with the Human Resources team on all recruitment, hiring and onboarding of new staff

  • Ability to uphold hospital enforced HIPAA Guidelines and Regulations with respect to sensitive patient information

Requirements

Qualifications:

  • Candidate must read, write and speak fluent English and Mandarin

  • HS Diploma required; Bachelor's degree preferred

  • 5+ years of operational management experience, preferably in a hospitality setting; experience in healthcare is also strongly preferred

  • Demonstrated strong MS Office abilities including PowerPoint, Excel, and MS Word, Internet searching and typing.

  • Strong verbal and written communication and organizational skills as well as the proven ability to provide quality service in a fast-paced environment.

  • Sensitive to ethnically diverse patients and understanding diverse cultural norms

  • Ability to work independently and be resourceful

Benefits

Full time employees are offered a competitive compensation and benefits package including medical, dental, vision, 401k, short term and long term disability and a paid 30 day sabbatical.

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