Guest Service Supervisor

Job description

Lakeview Hospital is seeking a Guest Services Supervisor to join our team!
The Communications Guest Service Supervisor is responsible for overseeing the 24-hour operations of Communications and ensuring the smooth operations of all guest services. They train and supervise staff, set work schedules, and provide feedback to team members. In addition, the Guest Service Supervisor must have a keen eye for detail that enables them to identify any areas in need of improvement in relation to customer satisfaction. The Guest service Supervisor will be knowledgeable with disciplinary concerns, and department budget.
They will be knowledgeable in the switchboard functions and provide a supportive environment for staff, encouraging job satisfaction, as well as maximum staff performance. The Guest Service Supervisor is responsible for maintaining standard work, department policies and procedures. The supervisor develops standard workflows reviewed quarterly. They must also adhere to safety standards and regulations to ensure the safety and well-being of all guests. Guest Service Supervisors need to have excellent communication and problem-solving skills and be able to handle difficult situations calmly and professionally. Successful candidates will have a degree in Hospitality or a related field, as well as several years of experience in customer service management. The Guest Service Supervisor job description demands exceptional organizational and leadership abilities.
Essential Responsibilities:
• Monitors staff behavior/job performance to complete staff's annual pay for performance evaluations.
• Schedule and create agendas for quarterly staff meetings.
• Works with Guest Service lead to ensure all shifts are filled
• Must be able to provide calm direction and leadership when addressing employee questions and concerns that arise.
• Provides constructive feedback and employee discipline when necessary to ensure employee compliance with policy and procedure.
• Provides primary training to new hires and existing employees.
• Responsible for adequate staffing and coverage for the Guest Service department. Interview, hire, evaluate, discipline, and terminate staff when needed. Coordinate and approve the scheduling of time-off. Assist with the processing of payroll for direct reports by maintaining accurate attendance records for employees.
• Provide consistent and timely feedback to staff. Write and conduct annual employee performance reviews in a timely and constructive manner.
• Ensure staff compliance with confidentiality laws according to HIPAA privacy laws and HealthPartners guidelines.
• Always maintain positive customer service.
• Provide individual productivity measurements for all staff.

Work schedule: FTE: 1.0, Day Evening Shift
Required Qualifications:
Education, Experience or Equivalent Combination:
• High school diploma
• Current supervisor and/or management experience
• Previous Hospital work experiences including switchboard operations, clerical support, Guest Services, customer service support, Microsoft computer programs’ expertise.

Preferred Qualifications:
Education, Experience or Equivalent Combination:
• Higher education
• Prior supervisory or lead experience

Customer Service experience