Director, Guest Services - Carilion Roannoke Memorial Hospital

How You’ll Help Transform Healthcare:

Responsible for direction of Carilion Roanoke-based Guest Services for successful operations at multiple buildings/sites and implements and oversees services at new locations. Responsible for direction of the Guest Services to ensure safety and service excellence for patients, visitors, and employees. Assists Senior Director with strategic direction, vision, and growth of Carilion Roanoke-based Guest Services. Drives customer service initiatives and identifies opportunities for improvement within and outside main area of responsibility.
 

• Provides direction and leadership to department managers and staff through a service philosophy.
• Defines and enforces Guest Services policy and practices.
• Problem solves for unplanned and unique patient/visitor situations.
• Identifies opportunities for operational improvements and directs implementation of new services at Carilion Roanoke-based facilities (i.e. new technology and/or processes for wayfinding, patient/visitor flow and safety).
• Plans and develops solutions in support of facility construction, moves, projects and events.
• Manages policy pertaining to lobby use requests by departments.
• Responsible for budget management.
• Spearheads partnerships and collaboration within and outside the department that enables organizational growth, image enhancement

What We Require:

Education: Master's degree or bachelor's degree with 4 years of equivalent management job experience required.

Experience: Minimum 4 years experience in business and/or service or hospitality or related field required. Demonstrated management and customer service skills and knowledge required. Good verbal and written communication skills required.

Other Minimum Qualifications: Demonstrated leadership, strategic planning, organizational, and budget management skills. Strong verbal, written, and presentation skills. Effective interpersonal, communication and teamwork skills required. Comprehensive knowledge of customer service principles and practices preferred. Mentoring skills helpful. Demonstrated ability to communicate complex ideas effectively both orally and written. Demonstrated ability to manage and engage large number of employees toward accomplishing goals. Must possess excellent human relations skills and be able to manage customer service practices. Functional experience with commonly used computers and programs. Must be able to handle numerous projects and deadlines simultaneously.  

About Carilion

This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.

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.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.