Job Description

:

The Guest Services Officer is responsible to present a welcoming and knowledgeable experience to patients and customers at the Information Counter and in Thomson Medical Centre (TMC). He/She is responsible for smooth hospital operations, display consistent excellent service level to all internal and external customers at all times, including duties assigned by Manager, Hospitality and Senior Manager, Guest Services.

Responsibilities:

Handle walk-in and telephone enquiries at the information counter or in the lobby, provide information on general directions for clinics, wards and facilities in the hospital, booking of hospital tour, price list for hospital stay, etc.

• Handle complains/feedbacks professionally if any. Escalate to Assistant Manager and Senior Manager, Guest Services for advice and support.
• Conduct maternity/hospital tours to introduce potential patients to the admission procedure, delivery suite, maternity rooms and nurseries in the hospital, as well as promote FBI/SBI, Child Birth Education, Confinement Food etc.
• Process walk-in membership application by keying in member\xe2\x80\x99s details, collecting payment, printing invoice and membership card.
• Process walk-in membership application by keying in member\xe2\x80\x99s details, collecting payment, printing invoice and membership card.
• Pack and prepare goodie bags for maternity/hospital tour participants and memberships sign up.
• Contact Central Supplies Department and sponsors for stock replenishment. Ensure stock is sufficient at all times.
• Reply Guest Services and Membership emails enquires on a timely manner.
• Prepare closing of accounts and ensure that the accounts tally at the end of the day.
• Accompany patients to their respective wards and conduct room orientation or the delivery suite after the completion of the admission process when required.
• Assist to receive hospital items such as gift packs to patients, do stock-take, help to deliver to patients at the ward and keep record of hospital inventory items.
• Provide advice, guidance, support and on-the-job training to junior members of the team to ensure the quality of service is effectively maintained.
• To support/cross coverage for fellow colleagues from Concierge, Bellhop and Guest Services Associates when they are on meal breaks, sick leave, annual leave etc when required.
• Perform any other duties that may be assigned from time to time.

• GCE \xe2\x80\x9cN\xe2\x80\x9d, \xe2\x80\x9cO\xe2\x80\x9d Level or Diploma
• At least 2 years\xe2\x80\x99 experience in healthcare or hospitality industries
• Proficient in Microsoft Excel and Word
• Works precisely and accurately with details and factual information.
• Demonstrates pro-active role in anticipating customer needs and delivering satisfaction.
• Possesses pleasant personality, service oriented.
• Excellent communication, interpersonal skills
• Independent, self-motivated, and results-driven.
• Good Team Player.