Guest Services Officer

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.
• Conduct maternity/hospital tours to introduce potential patients
• Process walk-in membership application.
• Reply Guest Services and Membership emails enquires on a timely manner.
• 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.
• 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.

Requirements:

• GCE “N”, “O” Level or Diploma
• At least 2 years’ 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.
• 5 days work week/Saturday is a working day
• Off on 1 of the weekday and rest day on Sunday
• Mon to Fri 8:00am to 5:30pm / 8:00am to 5:00pm