Asst Mgr, Guest Svcs (APH)

Position Summary ORLANDO HEALTH ARNOLD PALMER HOSPITAL FOR CHILDREN Located on the downtown Orlando Health campus, Orlando Health Arnold Palmer Hospital for Children has been providing compassionate care to the children, teenagers and young adults of Central Florida for more than 30 years. With 156 licensed beds and a team of experts in more than 30 pediatric specialties, the hospital has earned a “Best Children’s Hospitals” recognition by U.S. News & World Report for 14 consecutive years and has been named a Top Children’s Hospital by the patient-advocacy Leapfrog Group. Orlando Health Arnold Palmer has held Magnet® Recognition for nursing excellence and quality patient care since 2013 and several units have earned Beacon Awards for Excellence for employing evidence-based practices to improve patient outcomes and patient and staff satisfaction. Our pediatric Level I Trauma Center and ER is the only Central Florida facility to provide the highest level of emergency trauma care exclusively to children, and Orlando Health Arnold Palmer is the only facility in Florida to achieve Level I Children’s Surgical Verification and Level I Trauma Verification by the American College of Surgeons. Orlando Health Arnold Palmer is part of the Orlando Health system of care, which includes award-winning hospitals and ERs, specialty institutes, urgent care centers, primary care practices and outpatient facilities that span Florida’s east to west coasts and beyond. Collectively, our 27,000+ team members honor our over 100-year legacy by providing professional and compassionate care to the patients, families and communities we serve. Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible, so that you can be present for your passions. “Orlando Health Is Your Best Place to Work” is not just something we say, it’s our promise to you. Come Join Orlando Health Team! Top Reasons to Choose Orlando Health: Competitive Pay: Evening, nights, and weekend shift differentials offered for qualifying positions. All Inclusive Benefits: Student loan repayment, tuition reimbursement, back up elder and childcare, pet insurance, and more for full time and part time employees. Employee-centric: Orlando Health has been selected as one of the 2020 “Best Places to Work in Healthcare” by Modern Healthcare. Committed to Community: Orlando Health provides more than $450 million in total value to the community in the form of charity care, community benefit programs and services, community building activities and more. Forbes Recognizes Orlando Health as a Best-In-State Employer Forbes has named Orlando Health as one of America's Best-In-State Employers for 2021. Orlando Health is the top healthcare organization in the Metro Orlando area to make the prestigious list. "We are proud to be named once again as a best place to work," said Karen Frenier, vice president, Human Resources. "This achievement reflects our positive culture and efforts to ensure that all team members feel respected, supported and valued." Arnold Palmer Hospital for Children Guest Services is seeking Assistant Manager, Guest Service. The Assistant Manager, Guset Service is responsible for the provision of prompt assistance and resolution of customer requests and problems relating to their interactions with Orlando Health and its affiliates. Responsibilities Essential Functions Possesses expert knowledge of all areas of the hospital and utilizes this capability to maintain an effective working rapport with all levels of team members. Responsible for the selection, training and supervision of Guest Services Department staff. Oversees evaluations and coordination of activities among staff. Coaches and trains staff to achieve highest customer service expectations. Monitors the VIP list on daily basis to include visits and quality care adherence. Enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops. Provides guidance and leadership to department Supervisors to ensure their ability to facilitate and maintain successful teams. Manages resources effectively within budget. Facilitates monthly department meetings Ensures the implementation of department policies and procedures. Facilitates staffing and maintains adequate converge of all Guest Services areas to include Information Desks, Surgery Waiting Rooms, Labor and Delivery greeter desk, NICU greeter desk and APH ED reception area. Coordinates constant flow of information to the Guest Services staff including facility updates and procedure and policy changes ensuring the team has the most up to date information in order to best serve the guest. Manages various personnel functions including hiring, work assignments, coaching plans, and disciplinary actions. Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards. Maintains compliance with all Orlando Health policies and procedures. Other Related Functions Works closely with Risk Management and department managers and establishes relationships to assist with issues they may receive. Establishes priorities within the function to ensure efficiency and effectiveness. Deals directly with large amounts of sensitive and confidential information. May serve on committees to represent the department. Ensures the provision of high quality, efficient and cost effective services and their coordination. Assists with campus tours on an as needed basis. Qualifications Education/Training High school graduate or GED required. Licensure/Certification None. Experience Two (2) years’ experience in guest services or closely related experience required, to include one (1) year of supervisory experience