Gift Shop Supervisor - Carilion Roanoke Memorial Hospital

Supervises day to day operations/activities of Guest Services desks, lobby areas, and parking assisted sites to ensure quality service. Interviews, selects, orients, and trains new employees. Ensures appropriate staffing levels at all desk locations and parking assisted sites. Monitors and maintains all documentation associated with parking assisted services for patients and visitors, and traffic flow in parking areas. Teams with manager on customer service practice and process improvement. Demonstrates service excellence.

• Provides daily supervision, guidance and assistance to Guest Services and parking attendant employees. Performs routine rounding and tracks areas of performance for scorecard reporting on monthly basis.
• Ensures appropriate staffing coverage for Guest Services desks and assisted parking locations; interviews, selects, orients, and trains new employees. Evaluates and approves employee requests for PTO. Provides fill-in coverage when needed for guest services staff. Works with Guest Services and parking assistance team in keeping staging areas clear and maintaining smooth traffic flow in and out of facility.
• Performs Kronos time-keeping entries each pay period.
• Teams with manager on conducting staff meetings to provide enhanced customer service and professional staff development.
• Provides feedback to aid in budget preparation (i.e. monitoring/reporting on overtime, supply ordering etc) if needed.
• Identifies process improvement methods for Guest Services and works with manager for new process implementation. Creates an environment of continuous performance improvement where productivity and results are monitored and actions for improvement are identified.
• Leads customer service effort by incorporating enhanced approaches when dealing with patients, visitors, customers and role modeling service excellence behavior. Provides conflict resolution with internal and external customers as necessary.
• Oversees patient pager flow, lobby traffic, and way finding information for guest services. Responsible for meeting monthly target on visitor feedback of these services. Accurately monitors and maintains documents on all vehicle tag information, claim numbers and key storage location in formation.
• Coaches employees for improved performances and documents action plan. Issues disciplinary action when needed and consults with manager when necessary. Compiles annual performance evaluations in preparation for consultation with manager. Handles new hire orientation process and completes appropriate documentation.
• Enforces established hospital and department policies and procedures. Works with manager to update department policies and procedures in timely manner. Serves as staff/volunteer mentor on customer service aspects and process improvement. Builds positive relationships with volunteers who serve in department support roles. Communicates in a timely and appropriate manner.
• Coordinates with Security Services to patrol and enforce patient/visitor parking areas. May assist in emergency situations by directing emergency vehicles and maintaining traffic control as needed.

Supervises day to day operations/activities of Guest Services desks, lobby areas, and parking assisted sites to ensure quality service. Interviews, selects, orients, and trains new employees. Ensures appropriate staffing levels at all desk locations and parking assisted sites. Monitors and maintains all documentation associated with parking assisted services for patients and visitors, and traffic flow in parking areas. Teams with manager on customer service practice and process improvement. Demonstrates service excellence.

• Provides daily supervision, guidance and assistance to Guest Services and parking attendant employees. Performs routine rounding and tracks areas of performance for scorecard reporting on monthly basis.
• Ensures appropriate staffing coverage for Guest Services desks and assisted parking locations; interviews, selects, orients, and trains new employees. Evaluates and approves employee requests for PTO. Provides fill-in coverage when needed for guest services staff. Works with Guest Services and parking assistance team in keeping staging areas clear and maintaining smooth traffic flow in and out of facility.
• Performs Kronos time-keeping entries each pay period.
• Teams with manager on conducting staff meetings to provide enhanced customer service and professional staff development.
• Provides feedback to aid in budget preparation (i.e. monitoring/reporting on overtime, supply ordering etc) if needed.
• Identifies process improvement methods for Guest Services and works with manager for new process implementation. Creates an environment of continuous performance improvement where productivity and results are monitored and actions for improvement are identified.
• Leads customer service effort by incorporating enhanced approaches when dealing with patients, visitors, customers and role modeling service excellence behavior. Provides conflict resolution with internal and external customers as necessary.
• Oversees patient pager flow, lobby traffic, and way finding information for guest services. Responsible for meeting monthly target on visitor feedback of these services. Accurately monitors and maintains documents on all vehicle tag information, claim numbers and key storage location in formation.
• Coaches employees for improved performances and documents action plan. Issues disciplinary action when needed and consults with manager when necessary. Compiles annual performance evaluations in preparation for consultation with manager. Handles new hire orientation process and completes appropriate documentation.
• Enforces established hospital and department policies and procedures. Works with manager to update department policies and procedures in timely manner. Serves as staff/volunteer mentor on customer service aspects and process improvement. Builds positive relationships with volunteers who serve in department support roles. Communicates in a timely and appropriate manner.
• Coordinates with Security Services to patrol and enforce patient/visitor parking areas. May assist in emergency situations by directing emergency vehicles and maintaining traffic control as needed.

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Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

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