Guest Service Ambassador

Reem Hospital; United Arab Emirates; On-site; AED 60,000 - 90,000; Full time

Job summary

Reem Hospital in the United Arab Emirates seeks a Guest Ambassador to enhance the experience of patients and their families. You will greet, escort, and provide information at the information desk, supporting a welcoming atmosphere throughout the patient journey.

You will administer customer service surveys (including Google reviews), address simple complaints promptly, escalate complex issues, and collaborate with hospital departments to ensure a seamless service experience.

Qualifications

• A minimum of a diploma in a relevant field.
• Experience in customer service is preferred.
• Strong interpersonal and communication skills.

Responsibilities

• Greeting and Escorting patients and families at the information desk.
• Provide world-class customer service and proactively engage with patients to enhance their experience.
• Administer customer service surveys, including Google reviews, to gather feedback.
• Take ownership of patient inquiries and simple complaints and resolve at the first level, escalating when needed.
• Stand at the information desk to guide patients, provide service information, directions and amenities.
• Proactively assist patients and families and be a approachable point of contact for queries.
• Remain calm and effective in crisis situations and offer support to patients and families.
• Collaborate with hospital departments to ensure seamless patient experience.

Skills

Interpersonal skills

Communication skills

Customer service mindset

General hospitality mindset

Education

Diploma in a relevant field

Tools

Basic computer skills

Job description

The Guest Ambassador at Reem Hospital plays a pivotal role in enhancing the overall experience for patients and their families. With a focus on exceptional customer service, the Guest Ambassador warmly greets and escorts patients, administers customer service surveys, including Google reviews, and takes a proactive approach to address and resolve patient complaints. Standing at the information desk, the Guest Ambassador guides and assists patients and families, offering information on hospital services, directions, and amenities. Additionally, the Guest Ambassador collaborates with various hospital departments to ensure a seamless and positive experience throughout the patient's journey. This position is instrumental in creating a welcoming atmosphere and contributing to the reputation of Reem Hospital as a provider of outstanding patient care.

Key responsibilities of the role

1. Greeting and Escorting:
   • Warmly greet patients and their families, offering assistance for a positive first impression.
   • Escort patients to their designated areas, providing personalised and attentive service.
2. Customer Service Excellence:
   • Provide world-class customer service, exceeding the needs of patients and their families.
   • Proactively engage with patients to enhance their overall experience during their hospital stay.
3. Survey Administration:
   • Conduct customer service surveys, including Google reviews, to gather feedback for continuous improvement.
4. Complaint Resolution:
   • Take ownership of patient inquiries and simple complaints, ensuring a prompt and effective resolution at the initial level.
   • Collaborate with relevant departments to address and resolve more complex complaints, escalating them to the complaint department when necessary, and diligently following up until a positive resolution is achieved.
5. Information Desk Presence:
   • Stand at the information desk to assist and guide patients and families, providing information on hospital services, directions, and amenities.
6. Proactive Assistance:
   • Proactively approach patients and families to offer assistance, ensuring their needs are met throughout their hospital visit.
   • Act as a point of contact for any queries or concerns, demonstrating a helpful and approachable demeanor.
7. Crisis Management:
   • Remain calm and responsive in crisis situations, offering support and assistance to patients and families as needed.
8. Collaboration with Other Departments:
   • Collaborate with various hospital departments to ensure seamless coordination in delivering an exceptional patient experience.

Other responsibilities

Other responsibilties as requested by the head of department.

Compliance guidelines

Maintaining Confidentiality

• Maintains confidentiality regarding patient/staff information.
• Ensures all nursing and allied health staff maintains confidentiality regarding patient/staff information.

Promoting Customer Service Standards

• Promotes positive public relations with patients, peers, medical staff and members of the general public.
• Collaborates with personnel from clinical department/disciplines regarding issues that may negatively impact patient care; facilitate solutions as needed.

Adhering to the Occupational Health and Safety, Materials Management and Maintenance Standards

• Adheres to requirements of the Occupational Health and Safety Guidelines and Infection Control Guidelines.
• Understands and adheres to emergency preparedness plans/policies.
• Maintains compliance in relation to the Occupational Health and Safety standards.

Ensuring Personal Effectiveness

• Facilitates effective communication between the patient, family and the interdisciplinary health care team as required.
• Demonstrates improvement in clinical practice because of application of new theoretical knowledge and technology.
• Actively participates in the annual system of performance review.

Qualifications, Certifications and Experience

Education:

A minimum of a diploma in a relevant field.

Experience:

At least 1 year of experience in customer service, preferably in a 5-star hotel, hospital, or airlines.

Strong interpersonal and communication skills.

Additional Requirements

• Concentrate for extended lengths of time
• Tolerate frequent interruptions and accommodate readily to changing work priorities.
• Readily and effectively communicate with others, both verbally and in writing.
• Good command in written and spoken English, Arabic fluency is an advantage.
• Presentable and pleasing personality
• Proactive and approachable
• Basic computer skills.
• Keeps abreast of the current, relevant literature and the latest trends and Technologies in the industry
  

Physical requirements

The role of Guest Ambassador at Reem Hospital requires individuals to possess physical capabilities, including mobility for walking and standing, dexterity for operating computer systems, lifting and carrying moderate-weight items, clear visual acuity, effective hearing, extended periods of sitting, articulate verbal communication skills, manual dexterity for typing and writing, and stamina to handle a fast-paced environment with multiple responsibilities. These physical requirements are integral to ensuring the efficient performance of duties, effective communication with patients and colleagues, and the overall success of the position. Reasonable accommodation will be considered for individuals with disabilities to enable them to fulfill the essential functions of the job.