Guest Services (ARCH)

JOB SUMMARY

The overall purpose of the Guest Service position is to provide a high level of customer service to the ARCH guests and tasks as may be assigned by the ARCH director. This individual will provide a high level of energy, enthusiasm, empathy and cheerfulness. Outstanding interpersonal skills focused on family-centered customer service. The ability to work alongside other healthcare professionals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Performs duties and responsibilities with assigned functional area within a nursing home facility which may include, but are not limited to, any combination of the following tasks:

• Values and upholds the Helia Healthcare Principles and Commitments including compassion, responsiveness, teamwork, courtesy, personalized care and believing that being nice matters.
• Dedicated to delivering a high level of customer service.
• Consistent and regular attendance.

ESSENTIAL FUNCTIONS OF GUEST SERVICES:

• Working for the ARCH center s Program Director.
• Manages all aspects of meal delivery, housekeeping, and laundry services at ARCH.
• Ensures program adherence to standards of customer service, quality assurance and improvement processes, and regulatory guidelines.
• Schedules and performs rounds to monitor and evaluate the quality and appropriateness of guest services.

MARGINAL FUNCTIONS OF THE GUEST SERVICES:

• Answer telephone as appropriate.
• Attend and participate in orientation programs, ongoing training and educational classes.
• Give and receive condition report from on-coming and off-going shift.
• Participate in surveys made by authorized government agencies.
• Complete intake records during meal times.
• Monitor and participate in daily clean up.
• Perform other related duties as assigned by supervisor.

Work Environment

The following are skills needed to perform with or without reasonable accommodation. The ability to:

• Effectively manage assigned unit(s) with regard to guests, employees, families, visitors and the public.
• Effectively communicates with guests, staff, families, visitors and others and conveys a sense of caring, concern and dignity for residents.
• Perform the essential functions of the job in a manner, which benefits guests of the facility and complies with business necessity.

EDUCATION AND EXPERIENCE REQUIRMENTS

• Ability to read, write, and speak the English language
• No disqualifying criminal offenses as defined by regulatory guidelines.
• GED required, high school diploma preferred
• Demonstration of high quality customer service skills