Working Supervisor Hospitality EVS Full Time Evenings

Delnor Hospital - Geneva, IL

Full-time

Geneva, IL

Hospitals

About the position

The Working Supervisor Hospitality role at Northwestern Medicine is designed to provide leadership and support to hourly staff in a healthcare setting. This position emphasizes service excellence and teamwork, ensuring that the hospitality expectations set by administration are met. The supervisor will oversee staff assignments, manage schedules, and maintain high-quality service standards while also addressing customer inquiries and concerns promptly.

Responsibilities

• Demonstrates 'Service Excellence' and 'Gold Standard' values in daily work and interactions.
• Presents a friendly, approachable, professional demeanor and appearance.
• Provides accurate information and timely updates to patients and customers.
• Addresses questions and concerns promptly, or identifies appropriate person and resources to do so.
• Provides directions or help to patients and customers with finding their way.
• Uses effective service recovery skills to solve problems or service breakdowns when they occur.
• Demonstrates teamwork by helping co-workers within and across departments.
• Communicates effectively with others, respects diverse opinions and styles, acknowledges the assistance and contributions of others.
• Uses organizational and unit/departmental resources effectively.
• Manages work schedule effectively, completing tasks and assignments on time.
• Contributes to opportunities and processes for continuous improvement.
• Participates in efforts to reduce costs, streamline work processes, improve and grow services we provide.
• Supervises and coordinates staff assignments to ensure that they are done efficiently, with the highest quality, and completed in a timely manner.
• Handles all employee and customer requests with a sense of urgency.
• Knows schedules for all staff and ensures that the schedules are adhered to.
• Ensures that all supplies and material required by staff is available for them as needed.
• Performs quality checks by rounding on employees and customers to ensure the integrity of the department is maintained.
• Adheres to all hospital policies as it pertains to safety, business practices, policies and procedures.
• Performs patient transport duties 50% of the day.
• Interviews candidates and assists with staff performance reviews.
• Conducts team huddles in order to communicate relevant performance expectations and organizational initiatives.
• Maintains excellent public relations with patients, administration and staff.
• Assists in the orientation and training of new department team members.
• Investigates and proposes resolution to any patient or guest recommendations for quality improvement.
• Provides additional hospitality training to staff.
• Responds to all customer related issues.
• Demonstrates teamwork by helping employees under supervision as well as co-workers within and across departments.
• Remains in constant communication with the Hospitality Service Center.
• Performs patient transportation requests as needed per 'service level agreement' standards.
• If issues arise with staff investigates, documents findings, draws up a disciplinary document if needed, and gives to employee with manager present.
• Takes pride in their professional image and adheres to departmental uniform standards.
• Smiles at and greets all customers.
• Understands what is expected of them and their role in achieving departmental and hospital goals.
• Presents themselves in a positive manner, both in verbal and nonverbal communication skills, and the stated values are reflected in their behavior.
• Listens to our customers, learns of their needs and responds to their requests.
• Recognizes the contribution of others, and treats all patients, visitors and co-workers with respect.
• Identifies defects within the facility, and accepts personal responsibility for maintaining a clean and safe environment.
• Maintains clean and organized equipment, carts and work area and does not leave equipment unattended.
• Executes every task to deliver exceptional service and always looks for ways to improve our services.
• Shows empathy towards our customers and fellow employees and utilizes that information to better understand their needs.
• Has the attitude 'If I receive a complaint, I will own it and immediately resolve it.'
• Protects the privacy of our patients, visitors, guests and co-workers.
• Supports fellow co-workers by modeling a behavior of teamwork and lateral service so the needs of the guests and each other are met.
• Is empowered to meet the needs of our customers, to personally handle their issues or complaints, and delivers service recovery that turns mistakes into memories.
• Is aware of their surroundings to meet the expressed and unexpressed needs of our customers.

Requirements

• High School Diploma
• Two years of hospitality or customer service experience

Nice-to-haves

• Associate's degree
• Supervisory experience