MANAGER- GUEST SERVICES

Carilion Clinic; Roanoke (VA); On-site; USD 63,000 - 95,000; Full time

Benefits offered by this job

Medical, Dental & Vision Benefits

Pension Plan (Employer Funded)

Paid Time Off

Onsite Fitness

Education & Training

Job summary

Carilion Clinic in Roanoke, VA is seeking a Manager of Guest Services to lead day-to-day operations across multiple buildings. You will plan budgets, drive customer service initiatives, and identify improvement opportunities to align with Carilion's mission.

The role requires 3+ years in business/marketing and strong leadership and communication skills. The compensation range is $63,377.60–$95,076.80, with full-time, onsite duties and a comprehensive benefits package.

Qualifications

• Education: Bachelor's degree in business, marketing, or related field required or 4 years of experience may be considered in lieu of degree.
• Experience: Minimum 3 years experience in business, marketing or related field required.
• Demonstrated leadership, planning, organizational, marketing and budget management skills.
• Strong verbal, written, and presentation skills.
• Effective interpersonal, communication and teamwork skills required.

Responsibilities

• Provide day-to-day leadership for guest services across multiple buildings/sites.
• Plan budgets and manage expenses; drive customer service initiatives.
• Identify opportunities for improvement within and outside main area of responsibility.
• Lead, educate and monitor staff in customer service.
• Develop and implement actionable work plans with measurable outcomes.
• Align services with Carilion's mission and goals.
• Attract, select, and develop qualified employees; plan staff development.

Skills

Leadership

Budget management

Planning

Marketing

Organizational skills

Communication

Verbal communication

Written communication

Presentation skills

Teamwork

Customer service leadership

Education

Bachelor's degree in business/marketing

4 years of related experience in lieu of degree

Tools

MS Office

Job description

Employment Status: Full time Shift: Day/Evening (United States of America) Facility: 1906 Belleview Ave SE - Roanoke Requisition Number: R162309 MANAGER- GUEST SERVICES (Open)

How You’ll Help Transform Healthcare

The Manager, Guest Services provides day to day leadership for successful implementation of goals and objectives for department in multiple buildings/sites. Responsibilities include planning of budget and managing expenses. Drives customer service initiatives and identifies opportunities for improvement within and outside main area of responsibility.

Responsibilities

• The Manager, Guest Services Applies key financial concepts and analysis to decision making.
• Develops and implements actionable work plans with measurable outcomes.
• Continually assesses and reallocates resources to meet demands.
• Holds self and team accountable for maintaining the highest possible performance standards.
• Serves a diverse group of customers (applicants, employees, physicians, colleagues).
• Delivers efficient, consistent and timely services.
• Recognizes and acts on opportunities for growth and improvement to advance Carilion goals.
• Uses project management principles to accomplish goals, seeks out appropriate resources and proactively anticipates change within the market, industry and organization.
• Aligns services with the mission and vision of Carilion.
• Translates Carilion goals into department specific objectives and priorities.
• Inspires enthusiasm and builds support for projects.
• Attracts, selects, develops and retains qualified employees and is effective in using developmental planning to expand employee skills and abilities Identifies and implements ways to improve customer service and build patient/visitor relationships which differentiates us as a provider of choice.
• Leads, educates and monitors staff in customer service.
• Identifies opportunities for improving patient/visitor/customer services and works with other departments for new process implementation.
• Assists with the development of best way finding practices.
• Responsible for overall ambiance of main lobby and key visitor areas and coordinates marketing and public information messaging in lobby and waiting areas.
• Provides supervision of day-to-day operations.

What We Require

Education: Bachelors degree in business, marketing, or related field required or 4 years of experience may be considered in lieu of degree.

Experience: Minimum 3 years experience in business, marketing or related field required.

Other Minimum Qualifications

• Demonstrated leadership, planning, organizational, marketing and budget management skills.
• Strong verbal, written, and presentation skills.
• Effective interpersonal, communication and teamwork skills required.
• Must be able to manage customer service practices, and understand customer relations as it relates to return on investment.
• Must be able to handle numerous projects and deadlines simultaneously.
• Computer skills sufficient to meet key objectives of the position.

Compensation Range: $63,377.60 - $95,076.80 Employee pay is based on a variety of factors, including qualifications, credentials, education, and prior work experience. The compensation range does not include benefits or pension plan.

Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 800-599-2537, 8:00 a.m. to 4:30 p.m., Monday through Friday. For more information on E-Verify: https://www.carilionclinic.org/eoe-e-verify-and-right-work-policies

Benefits, Pay and Well-being at Carilion Clinic

Carilion understands the importance of prioritizing your well-being to help you develop and thrive. That’s why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life - at work and when you’re away. When you make your tomorrow with us, we’ll enhance your potential to realize the best in yourself.

• Comprehensive Medical, Dental, & Vision Benefits
• Employer Funded Pension Plan, vested after five years (Voluntary 403B)
• Paid Time Off (accrued from day one)
• Onsite fitness studios and discounts to our Carilion Wellness centers
• Access to our health and wellness app, Personify Health Discounts on childcare
• Continued education and training

In our workplace, we're devoted to the success of our employees. No matter where you are in your career, we will help you continue to learn, grow, and share your knowledge with others. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. Join an organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, fully dedicated, and forever curious. Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, and multi-specialty physician practices spanning southwestern Virginia. Join us and begin your career in a place where every day is a new adventure of creating the future of health care.