Concierge Job at Rochester Community Nursing and Rehabilitation Center
Rochester Community Nursing and Rehabilitation Center Rochester, NY 14610
JOB SUMMARY: The Concierge is responsible for coordinating guest hospitality services for residents and family members within the facility. This position is a key stakeholder in creating a positive service environment. The successful candidate will create and maintain a strong, cross-functional staff relationship; by encouraging communication, dedication to customer service and a commitment to quality improvement. This position is responsible for collaborating and establishing high performance work teams and autonomous multi-skilled teams with total process ownership. This position comes with significant challenges, responsibilities and expectations.
ESSENTIAL DUTIES:
- Assists in developing follow-up procedures for identified room for improvement areas.
- Responsible for leading Concierge Programs through our values and service standards. i.e. teamwork and innovation.
- Greet and direct guests, visitors, and staff; handle questions/concerns efficiently.
- Assess customer needs and limitations by making decisions on type and quality of information to provide which may include but not limited to; Assist guests with faxes, email and iPad needs, food requests, flower orders, library and movie requests.
- Manage difficult or emotional customer situations and identifies and resolves problems in a timely manner.
- Respond to all guest requests for assistance while maintaining Guest privacy and dignity at all times as well as confidentiality.
- Model positive team behaviors, smile, consistently demonstrate friendliness and express a genuine caring attitude toward guests.
- Escort guests as needed.
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