Guest Services Director

Genesis Administrative Services LLC; Baltimore (MD); On-site; USD 33,062 - 37,195; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401K

Paid Time Off

On-Demand Pay

Pet Insurance

Disability Insurance

Hospital Indemnity

Job summary

Genesis Healthcare is seeking a Full Time Guest Services Director to oversee Customer Service, Recreation, and related services in a nursing center. The role focuses on delivering compassionate care, coordinating staff, and elevating patient and family experiences within a supportive environment.

You will train staff, manage satisfaction surveys, and develop weekly Guest Services programs tailored to residents' needs and goals, while guiding volunteers and supervising front-line teams.

Qualifications

• Bachelor degree or higher preferred.
• Two years full-time experience in customer service/hospitality preferred.

Responsibilities

• Train and coach nursing center staff so they maintain the highest level of customer service.
• Manage the customer satisfaction survey process within the nursing center. Responsible for the nursing center's customer satisfaction scores and response rates.
• Provide a meaningful Guest Services program for all patients/residents 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.
• Establish and maintain an effective volunteer program through recruiting, screening, orienting, training, supervising, evaluating, and recognizing volunteers.
• Supervise Guest Services staff, including Recreation staff and receptionists.

Skills

Customer service experience

Hospitality experience

Education

Bachelor degree or higher

Job description

Overview

Franklin Woods is seeking a Full Time Guest Services Director to work Tuesday-Saturday (9:30am-6pm).

At Genesis Healthcare, we are dedicated to improving the lives we touch through the delivery of high-quality care and exceptional service. As a leading provider in the long-term care industry, we believe in fostering a collaborative, inclusive and supportive work environment where every team member is valued and empowered to make a difference. Whether you're an experienced professional or just starting your career, we offer opportunities for growth, development, and advancement in a range of roles. Join us in our mission to enhance the well-being of our patients and residents while making a meaningful impact in the communities we serve.

Responsibilities

The Guest Services Director oversees Customer Service, Recreation, and where applicable, the Gift Shop, and Salon Services. The Guest Services Director ensures that patients/residents and their families receive the highest quality of service in a caring and compassionate atmosphere which recognizes the individuals' needs and rights.

• Train and coach nursing center staff so they maintain the highest level of customer service.
• Manage the customer satisfaction survey process within the nursing center. Responsible for the nursing center's customer satisfaction scores and response rates.
• Provide a meaningful Guest Services program for all patients/residents 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.
• Establish and maintain an effective volunteer program through recruiting, screening, orienting, training, supervising, evaluating, and recognizing volunteers.
• Supervise Guest Services staff, including Recreation staff and receptionists.

Qualifications

• Bachelor degree or higher preferred.
• Two (2) years full-time experience in customer service/hospitality preferred.

Benefits

• Variable compensation plans
• Tuition, Travel, and Wireless Service Discounts
• Employee Assistance Program to support mental health
• Employee Foundation to financially assist through unforeseen hardships
• Health, Dental, Vision, Company-paid life insurance, 401K, Paid Time Off
• Free 24/7 virtual health care provided by licensed doctors for all Anthem medically-enrolled employees and their immediate family members
• On-Demand Pay Program that allows for instant access to a portion of the money you’ve already earned
• Pet Insurance
• Term and Whole Life Insurance
• Short-term Disability
• Hospital Indemnity
• Personal Accident
• Critical Illness
• Cancer Coverage

Restrictions apply based on collective bargaining agreements, applicable state law and factors such as pay classification, job grade, location, and length of service.

Posted Salary Range

USD $24.00 - USD $27.00 /Hr.