Guest Services Rep IV

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. Job Location (Full Address): 601 Elmwood Ave, Rochester, New York, United States of America, 14642 Opening: Worker Subtype: Regular Time Type: Part time Scheduled Weekly Hours: 30 Department: 500059 Ambassador and Guest Services Work Shift: UR - Evening (United States of America) Range: UR URG 104 H Compensation Range: $18.65 - $26.11 The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations. Responsibilities: GENERAL PURPOSE Assists in coordinating activities of Guest Services staff and acts as a first line problem solver and resource to the staff. Monitors and ensures that all Guest Services functions are completed in an accurate, efficient, and customer-friendly manner. Assists with operational support, personnel-related matters, including training and performance evaluations. ESSENTIAL FUNCTIONS Assists with personnel-related matters, including scheduling staff, replacing shifts, and vacation coverage. Provides input on staff performance for corrective action and performance reviews. Ensures all Guest Service Specialist functions are completed daily and may assign staff to special projects, as needed. Acts as authority in Guest Services Supervisor and/or Guest Services Administrator's absence, exercising tact and good judgment. Leads by example, setting the standard for excellent customer service and executing established processes and procedures in a highly complex 24/7 hospital lobby environment. Serves as an advocate for patients, visitors, family, and staff when handling complaints and service recovery. Serve as the first-line problem solver. Identifies areas of improvement, notifies supervisor, and implements as directed. Coordinates training for new staff. Monitors staff compliance with in-services and suggests areas for further staff education and development. Identifies, reports, recommends, and assists in operational enhancements to improve process and procedural operations and staffing needs at the Information Desk and ancillary areas. Assists in creating new procedures and policies. Performs alternate duties for Supervisor as directed, which may include attending meetings relevant to Guest Service operation, as well as working on special projects. Other duties as assigned. MINIMUM EDUCATION & EXPERIENCE Associate's degree and 2 years of experience in customer-focused environment required Or equivalent combination of education and experience KNOWLEDGE, SKILLS AND ABILITIES Excellent demonstrated customer service, communication, and listening skills required Ability to work well independently and in a team, environment required Ability to handle staff and customer concerns under pressure required The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University's Mission to Learn, Discover, Heal, Create - and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law. Notice: If you are a Current Employee, please log into myURHR to search for and apply to jobs using the Jobs Hub. Your application, if submitted using this portal, cannot be moved forward. Learn. Discover. Heal. Create. Located in western New York, Rochester is our namesake and our home. One of the world's leading research universities, Rochester has a long tradition of breaking boundariesalways pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better. If you're looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever betterMeliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.