Supervisor-Guest Services

RESPONSIBILITIES/ACCOUNTABILITIES:
1. Puts Customer Service First: Ensures that customers and families receive the highest quality of service in a caring and compassionate atmosphere which recognizes the individuals' needs and rights;
2. Demonstrates knowledge of the services provided by the center.
3. Works with center staff in resolving customer concerns. If unable to resolve, reports to Administrator/ED;
4. Provides training and serves as a facility-wide coach to maintain the highest level of customer service.
5. Works with individual departments to identify what they can do to promote excellent customer service within their part of the team. Sets standards for each department.
6. Manages the monthly and annual customer satisfaction survey process within the facility, responsible for the facility's customer satisfaction scores and response rates.
7. Manages the Discharge Follow-up process. Ensures that discharged patients are contacted within 72 hours after discharge.
8. Collects data and reports to the QI Committee on Customer Satisfaction and customer service activity within the facility.
9. Coordinates the Partner Program to ensure successful transition of new patients into Center life, including: ensuring that rooms are ready for new Admissions - readmissions; obtaining preference and choice profile from patient and/or family; becomes familiar with new customers within 48 hours of admission.
10. Ensures a meaningful Guest Services program for all guests that includes creative, intellectual, physical, service, social, and spiritual individual and group opportunities each week based on the customer's needs, interests, abilities, preferences, treatment plans and goals.
11. Works closely with all departments (Dining Services, Nursing, Environmental, Rehabilitation, Social Services, etc.) to coordinate offerings, celebrations, and customer service.
12. Communicates Recreation and resources available through newsletters, flyers, calendars of events, personal contact, etc. on a timely basis.
13. Provides resources for the special interests of customers, whenever possible, as well as materials for independent activity. Maintains flexibility in the program for spontaneous Recreation; ensures facility is supporting customers in maintaining preferred routines
14. Surveys guests periodically for input on programs, classes, outings, demonstrations, social gatherings, etc.
15. Evaluates the effectiveness of Guest Services in terms of:
16. Ensures that all required Recreation Documentation (Assessments, MDS, Care Plan, Progress Notes, etc.) completed and up to date.
17. Establishes and maintains an effective volunteer program through recruiting, screening, orienting, training, supervising, evaluating, and recognizing volunteers.
18. Supervises, organizes, evaluates and monitors Guest Services staff, including Recreation staff and receptionists.
19. Develops positive relationships with patients' families;
20. Responsible for coordinating/leading family/resident/community meetings.
21. Develops positive relationships with the community:
22. Provides ongoing communication to families, community organizations, public officials, etc.
23. Demonstrates sensitivity to all cultural differences that may have an impact on the guest experience.
24. Ensures that all Guest Services programs adhere to safety and infection control standards.
25. Prepares the yearly budget for Guest Services. Monitors the budget monthly and reports variances to Administration.
26. Keeps abreast of Federal, State and local requirements that relate to Guest Services programming.
27. Maintains confidentiality when dealing with patients/residents, their families and records.
28. Demonstrates knowledge of rights and concerns for the welfare of all patients/residents.
29. Ensures that Guest Services complies with Genesis policies and procedures and federal/state regulations.
30. Serves as a member of the center management team and contributes to committees within the center, Quality Improvement, Customer at Risk, Recruitment and Retention, etc.
31. Performs other duties as requested.

SGS2

Qualifications:

SPECIFIC EDUCATIONAL/VOCATIONAL REQUIREMENTS: 1. Bachelor degree or higher preferred.2. Two (2) years full-time experience in customer service/hospitality preferred.