Guest Services Representative

Location: Downtown Orlando - Orlando Regional Medical Service

Status: Part - Time (Weekends)

Title: Guest Services Representative

About Guest Services

Our Guest Services team is dedicated to creating a warm, welcoming, and supportive environment for everyone who walks through our doors. From providing directions to assisting families during stressful moments, this team is all about hospitality, compassion, and going the extra mile. As one of the first points of contact at ORMC, Guest Services sets the tone for the patient and visitor experience—making kindness and helpfulness a daily mission.

Position Summary

The Guest Services Representative is responsible for providing exceptional service to patients and guests to ensure a positive experience within a hospital setting. This role involves greeting guests, handling inquiries, resolving concerns, and assisting with various guest needs. The ideal candidate is friendly, professional, and dedicated to maintaining high standards of hospitality.

Why Orlando Health?

Education : Preferred Education Program, Tuition Reimbursement, Career Online High School, English Language Learning, and Public Service Loan Forgiveness (PSLF)

Health : Medical, Prescription Drug Plan, Free Virtual Visits, Flexible Spending Account, Health Savings Account, Dental Plans, and Vision Plans

Retirement : Up to 5% employer matching contributions 100% vested in OH’s contributions after three years of service with 1,000 hours or more

Well-Being : TELUS Health, Active and Fit (access to fitness centers at a low rate), Real Appeal Weight Loss Program, Discount Program via PerkSpot, Team Member Pantry, Pet Therapy, Respite Rooms, and Grab and Go Meals

Life Insurance : Basic Life and Accidental Death & Dismemberment, Supplemental Life, and Dependent Life

Time Away: PTO, Four weeks paid parental leave, Leave of Absence, Extended Leave Plan, Short-Term Disability, and Long-Term Disability

Family/Pets: Fertility Benefits, Adoption Assistance, Up to 10 days per calendar year (use for: Back-up Child Care, Back-up Elder Care, and Back-up Pet Care), Virtual Tutoring, OH Way Scholarship, and Pet Insurance

Voluntary : Auto Insurance, Accident Insurance, Hospital

Indemnity Insurance, and Critical Illness Insurance

100% PAID Tuition, as well as tuition reimbursement & monthly payments to help pay down any graduated school debt

Essential Functions

Core Responsibilities:
• Greets and welcomes guests promptly upon arrival
• Assists guests with check-in procedures by providing visitor badge
• Displays a caring attitude as well as sensitivity to the needs/concerns of customers
• Escorts guests to their in-hospital destinations as needed.
• Responds to guest/team members’ inquiries and requests in a timely manner
• Maintains current knowledge of hospital personnel, departments, and their locations in order to assist guests in a timely manner
• Makes rounds on a regular basis of patient areas to identify and meet patient/visitor needs.

Administrative Tasks:
• Maintains accurate records of guest interactions via FastPass system
• Maintains excellent working relationships with all hospital staff, management, and departments such as Volunteers, Care Management, and Home Health.
• Assists Care Management with transportation and hotel /flight arrangements for patients and their families.

Communication:
• Communicates effectively with guests, team members, and management
• Keeps the leadership team informed of any significant issues or unusual situations

General Duties:
• Presents a professional image in dress, hygiene and communications skills.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA, and other federal,
state, and local standards.
• Ability to work in a fast-paced environment with minimal supervision.
• Demonstratesflexibility with work schedule by adapting hours and shifts to meet business needs, including evenings, weekends, and holidays as necessary.
• Maintains compliance with all Orlando Health policies and procedures.

Other Related Functions

• Attends in services/meetings as required.
• Completes all mandatory education.
• Assumes the responsibility for professional growth and development
• Other duties as assigned.

Education/Training

• High School diploma or equivalent.

Experience

• Two (2) years of experience in a customer service setting.