**JOB SUMMARY** Supervises the daily operations and employees of the department. Guides, provides support, acts as a positive role model, and creates an atmosphere of open communication throughout the department. **ESSENTIAL FUNCTIONS OF THE ROLE** + Supervise the daily activities of the concierge team by actively working alongside team on floor. + Inspire team members to do their best every day. + Positively influences the patient and family experience with professionalism and compassion at all times. + Ensures staff is informed of general hospital knowledge and are able to answer inquiries from patients, guests and vendors in a professional manner. + Ensures courteous, timely response to all customer needs and requests; including surrounding hospital departments. + Provide supervision to employees and handles HR functions for direct reports as assigned; including scheduling and time and attendance. + Follow established departmental policies and procedures for the location and educate team when changes occur. + Makes recommendations for process improvement when needed. + Serve as an escalation point for complex or complicated issues, complaints or questions presented by staff members, guests or patients of the organization. + Oversees department orientation and training to assure the skill level and knowledge of all staff assigned. + Responsible for the training of new hires, audits, and performs annual aptitude reviews. + Provide feedback regarding department costs (with things such as payroll, equipment maintenance, replacement equipment¨etc) in order to assist with budget compliance. + Assist with the preventative maintenance of equipment and ensure that immediate action for equipment malfunction is taken when needed. + Personally greets and ensures staff greets patients and all visitors professionally and by identifying themselves. + Ensures staff members provide excellent service to all guests and customers. + Adhere to the methods of security and safety and complies all local, state and federal regulatory requirements. + May be responsible for assisting with the interviewing, acceptance and orientation of volunteers. + May provide gift shop support which can include answering questions, answering phone, running register and providing occasional coverage if needed. + Enhances the volunteer program by establishing positive relationships with adult and college volunteers; assists with program needs as requested by director. + Performs other position appropriate duties as required in a competent, professional and courteous manner. **KEY SUCCESS FACTORS** + Customer service experience required. + Supervisory or management experience preferred. + Knowledge of and experience using various computerized and or radio based communication systems for assignment and dispatch. + Proficiency with computers in the Microsoft Office suite of software desired. + Excellent communication and interpersonal skills. + Ability to de-escalate complicated and intense situations. + Must be able to adapt to ongoing change. **BENEFITS** Our competitive benefits package includes the following + Immediate eligibility for health and welfare benefits + 401(k) savings plan with dollar-for-dollar match up to 5% + Tuition Reimbursement + PTO accrual beginning Day 1 Note: Benefits may vary based upon position type and/or level **QUALIFICATIONS** + EDUCATION - H.S. Diploma/GED Equivalent + EXPERIENCE - 2 Years of Experience + CERTIFICATION/LICENSE/REGISTRATION - Basic Life Support (BLS), Heartsaver CPR AED (HSAED): Heartsaver AED or BLS or 30 days of hire. As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.