Working Supervisor Hospitality EVS Full Time Evenings

Northwestern Memorial Healthcare - Geneva, IL

Full-time - Mid Level

Geneva, IL

Hospitals

About the position

The Working Supervisor Hospitality role at Northwestern Medicine is designed to provide leadership and support to the hospitality team, ensuring that high standards of service excellence are met. This position involves supervising staff, managing schedules, and maintaining quality service delivery in a healthcare environment. The supervisor will also engage in training, problem-solving, and continuous improvement efforts to enhance the overall patient experience.

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

Benefits

• Tuition reimbursement
• 401(k) matching
• Loan forgiveness