Hospitality Representative - Relief

Trinity Health; Muskegon (MI); On-site; USD 17,000 - 25,000; Part time

Job summary

Trinity Health is seeking a part-time, 0-hour relief front desk/guest services associate in Michigan. You will be the first contact for patients, families, and visitors, greeting them warmly and directing them to the right resources while following screening guidelines for access control and safety.

The role requires outstanding communication, problem-solving, and organizational skills, with the ability to handle interruptions and maintain a professional presence in a busy hospital environment.

Qualifications

• Minimum: High school diploma or equivalent. Preferred: Associates degree in business or related field.
• Two years guest/customer services experience.
• Outstanding communication, critical-thinking and problem-solving skills.
• Professional presence and vocabulary; friendly demeanor.
• Familiarity with Microsoft Office products.

Responsibilities

• Communicates and collaborates with patients, visitors and families in a professional and helpful manner.
• Acknowledges and greets people at the main desk and provides accurate information and directions.
• Follows screening guidelines to control access for patients, visitors and colleagues.
• Performs basic tests such as temperature screenings for patients and visitors.
• Patches calls to appropriate staff and maintains a warm, welcoming front desk presence.
• Maintains a clean reception area and supports safety and hospitality goals.

Skills

Customer service

Communication

Interpersonal skills

Problem solving

Microsoft Office

Education

High school diploma

Associate degree in business or related field

Tools

Microsoft Office Suite

Job description

Employment Type: Part time Shift: Day Shift Description: This is a 0-hour, relief position, that offers flexibility to pick up available shifts to work. Minimum of 4 shifts per month. Provides a welcoming and resourceful presence as the first contact for patients, families, friends and visitors. Requires outstanding communication, critical-thinking and problem-solving skills, exceptional knowledge of the hospital’s mission and values as well as a passion for excellence. Displays a high energy, can-do attitude in a highly visible position requiring a professional presence. Ability to perform basic patient care responsibilities to support experience and safety of our guests.

Job Duties

• Communicates and collaborates with patients, visitors and families in a professional and helpful manner.
• Acknowledges and greets people in a warm and inviting manner as they approach the main desk. Gives accurate information and directions to patients, visitors and families.
• Follows screening guidelines to ensure only appropriate access is granted to patients, visitors, and colleagues.
• Understands how to perform basic tests, such as temperature screenings, for patients, visitors, and colleagues.
• Ability to assess patient’s condition and determine if safety guidelines (such as masking) cannot be met.
• Ability to de-escalate patient and visitor concerns related to safety guidelines in place and elevate those concerns to the appropriate resources, if needed.
• Maintains a clean environment through routine cleaning of entrance and screening tables as needed
• Demonstrates the ability to make high level assessments of a patient or visitor's medical condition and necessitate next steps to support their experience and safety. (Wheelchair assistance, inability to comply to safety guidelines, etc.)
• Answers phone calls in a warm and inviting manner and patches calls to appropriate staff
• Follows all guidelines for overhead paging as needed for security and life safety codes
• Works with staff assisting in directions and assigning patient/family escort when necessary.
• Provides the “Something More” to all guests (i.e. patients, visitors and families). The “more” may be the offer of comfort measures when available and appropriate: food, reading materials, access to the chapel, restrooms, gift shop and coffee shop.
• Requires going above and beyond what is normally expected to meet the need of our guests.
• Sensitive and adaptive to the special needs of patients, visitors, and staff while recognizing and referring questions of a medical or personal nature appropriately.
• Composes and distributes personal correspondence for patients and families. Compiles reports as requested.
• Maintains a professional image in work area and appearance, consistent with the standards established for Mercy Health.
• Performs other related duties as assigned.

Education

Minimum: High school diploma or equivalent combination of experience and education. Preferred: Associates degree in business or related field.

Related Experience

Minimum: Two years guest/customer services experience.

Other Knowledge, Skills and Abilities

Minimum: Ability to work w/interruptions while maintaining an excellent customer focus. Organizational and multi-tasking skills. Attentive to detail. Demonstrated experience with Microsoft office products (word processing, spreadsheets, database and presentation software). Professional presence and vocabulary. Pleasant and helpful demeanor. Interpersonal and positive. Self directed and ability to exercise independent judgment. Team player.

Computer Competency

Familiarity with standard desktop and windows-based computer system, including email, e-learning, intranet and computer navigation. Ability to use other software required to perform essential functions.

Physical/Mental

• Standing for long periods of time (up to 80% of shift).
• Ability to walk, bend and stoop.
• Use of computer, keyboard and phone.
• Ability to push guest or patient in wheelchair.

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law. Trinity Health is one of the largest not-for-profit, faith-based health care systems in the nation. Together, we’re 121,000 colleagues and nearly 36,500 physicians and clinicians caring for diverse communities across 27 states. Nationally recognized for care and experience, our system includes 101 hospitals, 126 continuing care locations, the second largest PACE program in the country, 136 urgent care locations, and many other health and well-being services. Based in Livonia, Michigan, in fiscal year 2023, we invested $1.5 billion in our communities through charity care and other community benefit programs. For more information, visit http://www.trinity-health.org. You can also follow Trinity Health on LinkedIn.