Hospitality Assistant III

The Hospitality Services Representative serves as a welcoming first point of contact for patients, visitors, and guests, delivering exceptional customer service while supporting a safe, secure, and positive hospital experience. This role provides information, wayfinding assistance, visitor management, and administrative support across multiple information desk locations and patient waiting areas.

Responsibilities include greeting and assisting patients and visitors, managing visitor check-in processes, providing directions and general information, coordinating wheelchair assistance, and supporting compliance with hospital visitor policies and privacy standards. The representative utilizes various systems to register and track visitors, maintains security and lost-and-found procedures, and ensures information desk areas remain organized, sanitized, and welcoming.

In surgical waiting areas, including Maddie's Room, the representative provides compassionate support to families and visitors by facilitating check-in processes, communicating updates, coordinating visitor seating, maintaining status boards, and promoting a comfortable and respectful environment for patients and their loved ones.

This position requires strong interpersonal, communication, and problem-solving skills, with the ability to adapt to changing operational needs, support departmental initiatives, assist with training activities, and contribute to a positive patient and visitor experience throughout the organization.

Salary Range: 30.36-43.49/hr.

Required Qualifications

• Demonstrated ability to work independently with minimal supervision while exercising sound judgment and initiative.

• Proven leadership experience and the ability to positively influence team performance and customer satisfaction.

• Exceptional interpersonal skills with a commitment to treating patients, visitors, coworkers, and volunteers with respect, courtesy, empathy, and professionalism.

• Strong customer service skills, including active listening, responsiveness, and a willingness to assist in a variety of situations.

• Experience collecting, analyzing, and summarizing feedback and operational data to prepare reports and communicate findings to leadership.

• Recent customer service experience in a healthcare, hospitality, or service-oriented environment.

• Ability to establish priorities, manage competing demands, and follow directions in a fast-paced setting.

• Demonstrated problem-solving, conflict resolution, and de-escalation skills, particularly when assisting anxious or distressed patients and family members.

• Ability to remain calm, professional, and solution-oriented in stressful, rapidly changing, or ambiguous situations.

• Strong organizational skills with the ability to manage multiple complex tasks simultaneously while meeting deadlines.

• Effective collaboration and communication skills with interdisciplinary teams, clinical staff, and support departments.

• Ability and willingness to assist in various operational and support functions as needed.

• Strong written communication skills with the ability to prepare professional correspondence and documentation.

• Proficiency with Microsoft Office applications, including Word, Excel, Access, and PowerPoint.

• Ability to identify opportunities for process improvement and contribute to initiatives that enhance patient, visitor, and hospital services.

• Excellent telephone etiquette with the ability to communicate with professionalism, patience, tact, and compassion.

• Ability to navigate multiple systems to locate patient information and facilitate communication between clinical teams and family members.

• Demonstrated ability to multitask effectively, including managing multiple phone lines, responding to inquiries, coordinating with clinical departments, and assisting visitors and families simultaneously.

• Ability to work effectively with volunteers and support their activities within surgical waiting and recovery areas.

Physical Requirements

• Ability to stand and walk for extended periods, including up to 6.5 hours during an 8-hour shift.

• Ability to push, pull, and lift up to 25 pounds.