Welcome Services Concierge-Lead

aah; Milwaukee (WI); On-site; USD 25,967 - 40,914; Full time

Benefits offered by this job

Paid Time Off

Health and welfare benefits

Educational Assistance Program

Job summary

aah is hiring a Lead Concierge at St. Luke's Medical Center in Milwaukee, Wisconsin. The role involves leading daily concierge activities, providing excellent customer care, and training new staff. Candidates should possess solid leadership and problem-solving skills, with at least two years of experience in similar settings.

The position is full-time, requiring a high school diploma and offering various benefits, competitive pay ranging from $18.85 to $29.70 per hour, and the opportunity to make a meaningful impact on customers' experiences.

Qualifications

• 2 years of experience in service management as a concierge or greeter.
• Strong leadership and communication skills are essential.
• Customer service experience in a hospital setting is preferred.

Responsibilities

• Lead daily activities of concierges and direct their work.
• Assess customer needs and enhance their experience at the center.
• Train new employees and provide ongoing performance reviews.

Skills

Leadership skills

Communication skills

Interpersonal skills

Customer service skills

Problem-solving

Education

High School Graduate

Job description

11624 Aurora St. Lukes Medical Center - Concierge Service

Full time

Benefits Eligible: Yes

Hours Per Week: 40

Schedule Details / Additional Information

• 1st shift, 9:00-6:30 pm. Times may vary based on department needs. Department is open from 5:00 am - 6:00 pm.
• Because of the requirement to be outside, this role comes with Aurora branded winter coat, fleece and shirts.
• This location is on Milwaukee County Transit System's route 27 and/or Route 51.

Pay Range: $18.85 - $29.70

Leads the day-to-day activities of the Concierges and provides daily work direction. Exceeds expectations and personalizes the care and service of each customer greeted at the assigned point of entry. Is a resource for customers arriving and departing from the medical center.

Major Responsibilities

• Orients and trains new employees and provides ongoing instructions. Keeps the manager informed of employee's performance, is aware of disciplinary policies, and makes recommendations concerning production and performance. Works with the manager in developing and maintaining policies and procedures.
• Provides input into performance review process and provides assignments to employees. Coordinates and maintains workflow amongst employees.
• Responsible for all department keys, pass cards, etc.
• Greets customers and assesses their immediate needs. Successfully manages the first impression of the medical center.
• Reports any Security/Safety issues to the Public Safety Services Department immediately.
• Assures working area is clean of debris, safe, and free from obstacles.
• Assists in maintaining a smooth traffic flow at the entrances to the facility.
• Assists customers with transportation needs, i.e., taxi vouchers, bus passes, van transport, or other special needs. Makes arrangements for parking needs of customers, i.e., valet service, tour busses, short-term visitors, etc. Assists in the coordination of services with the valet manager and hospital van services.
• Offers assistance in any way necessary to include assist out of their vehicle, locate wheelchairs, provide directions, escort to destination, etc.
• Utilizes Admitting or other departments to verify destination and remains with the customer if they are alone or in a wheelchair.

Licensure, Registration, and/or Certification Required

• None Required

Education Required

• High School Graduate

Experience Required

• Typically requires 2 years of experience in service management as a concierge or greeter in a large public facility, preferably in a hospital setting.

Knowledge, Skills & Abilities Required

• Proven leadership skills.
• Excellent communication, interpersonal, and customer service skills.
• Ability to problem solve and work independent of direct supervision.
• Demonstrated ability to work a flexible, customer-oriented schedule that meets the needs of Aurora guests and visitors.

Preferred

• Ability to push patients in a wheelchair.
• Experience using Epic.
• Face to face customer service experience.

Physical Requirements and Working Conditions

• Ability to stand, walk and/or run throughout work area approximately 95% of the workday.
• Ability to withstand exposure to weather elements 95% of the workday.
• Ability to push, pull, and lift approximately 50 lbs.
• Ability to communicate with a diverse population of customers.
• Ability to tolerate minimal exposures of odors from auto emissions/gasoline.
• Operates all equipment necessary to perform the job.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Our Commitment to You

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work.

Compensation

• Base compensation listed within the pay range based on factors such as qualifications, skills, relevant experience, and/or training.
• Premium pay such as shift, on call, and more based on a teammate's job.
• Incentive pay for select positions.
• Opportunity for annual increases based on performance.

Benefits and more

• Paid Time Off programs.
• Health and welfare benefits such as medical, dental, vision, life, and short- and long-term disability.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Family benefits such as adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.