Guest Services Representative

About City of Hope,
City of Hope's mission is to make hope a reality for all touched by cancer and diabetes. Founded in 1913, City of Hope has grown into one of the largest and most advanced cancer research and treatment organizations in the U.S., and one of the leading research centers for diabetes and other life-threatening illnesses. City of Hope research has been the basis for numerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute-designated comprehensive cancer center that is ranked top 5 in the nation for cancer care by U.S. News & World Report at its core, City of Hope’s uniquely integrated model spans cancer care, research and development, academics and training, and a broad philanthropy program that powers its work. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and cancer treatment centers and outpatient facilities in the Atlanta, Chicago and Phoenix areas.

The successful candidate:

Job Overview

Create a patient-centered environment by exhibiting patient and visitor sensitivity and concern.

Checks guests in and out of onsite hotel accommodations, greeting all visitors in a warm and professional manner and exceeding guests’ expectations. 

Makes reservations for patients and guests for hotel accommodations.  Informs guests of hospital services, guest services, educational programming, social and leisure activities, and special events. 

Demonstrates fiscal responsibility, handling financial transactions, including credit cards, cash and checks.

Orients patients and visitors to the Outpatient Accommodations and hospital facilities to facilitate a positive experience, striving to exceed expectations.

Coordinates all guest requests for special arrangements and services, courteously and efficiently, while ensuring guest confidentiality.

 Works closely with other hospital departments, such as Scheduling and Transportation and community vendors and off-site hotels. 

Oversee guest activities and outings as needed while providing timely service and service recovery when necessary. 

Cross-trains to serve as a back-up lobby ambassador in Patient Relations, Volunteer Services and Concierge representing Guest Services in a positive, professional, team oriented and cooperative manner. 

Answers Guest Services phones in a professional manner and handles inquiries with excellent service efficiency. 

Qualifications

Minimum Qualifications

Two (2) years of customer service experience and/or hotel/hospitality experience preferred.

Education Requirements

Must have a high school diploma, bachelor’s degree preferred.

City of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity, and inclusion, please click here.

To learn more about our comprehensive benefits, click here: Benefits Information