Guest Services Concierge – Full Time, Evenings & Weekends

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

- We serve faithfully by doing what's right with a joyful heart.
- We never settle by constantly striving for better.
- We are in it together by supporting one another and those we serve.
- We make an impact by taking initiative and delivering exceptional experience.

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Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

Job Summary

The Guest Services Concierge provides personalized services to guests and patients following guidelines, policies, and procedures.
This is a full-time position with a primary schedule of 12:30 p.m.–9:00 p.m. on various days throughout the week, including weekends. Weekend availability is required. The schedule may vary based on departmental needs. Occasional availability to work the 8:30 p.m.–5:00 a.m. overnight shift is a plus. Shift differential is available for applicable shifts and weekends.
#### Essential Functions of the Role

- Greets patients, families and visitors in a friendly professional manner.
- Answers questions and lists local amenities. These include dining, local hotels, restaurants, flower shops, bus schedules, airline information, car rental services, and pharmacies.
- Identifies and reports visitors, guests and patients needs. Resolves customer issues or escalates to supervisor, as required.
- Provides escorts for patients and visitors to hard-to-find hospital areas. Refers patients and visitors to services that address their needs and concerns.
- Maintains standards of customer service excellence.
- Maintains current information and materials regarding facilities, services and local restaurants and attractions.
- Cleans and reports the status of assigned equipment. Maintains cleanliness of the lobby and surrounding areas.

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Key Success Factors

- Knowledge of methods and benefits for providing customer service.
- Good verbal communication and non-verbal effective listening skills.
- Skilled in the use of computers and related software applications.
- Ability to establish and maintain effective working relationships.
- Ability to focus on crucial patient and guest details.
- Ability to diffuse anger, collect information and resolve complaints.
- Passion for serving others and delivering exceptional customer service.
- Serve as the first point of contact for patients, visitors, and guests, creating a welcoming and professional experience upon arrival.
- Frequently stand and walk for extended periods throughout the workday.
- Flexible schedule with the ability to work rotating shifts, weekends, and holidays.
- Previous customer service, hospitality, concierge, guest services, or healthcare experience preferred.

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Belonging Statement

We believe that all people should feel welcomed, valued and supported.

QUALIFICATIONS

- EDUCATION - H.S. Diploma/GED Equivalent
- EXPERIENCE - Less than 1 Year of Experience