Hospitality Assistant III

In this role, you'll reports to the Manager of Hospitality Services and requires the ability to work independently while staying aligned with team goals. You'll be responsible for completing a variety of tasks and projects with minimal supervision, while maintaining open communication with Information Desk team members via email, verbal updates, and written messages. You'll keep leadership informed of key issues and escalate concerns when needed. This position calls for someone who is proactive, reliable, and able to thrive both independently and in a team environment.

Information Desks (East/West/MP200/Maddie's Room)

• Receive, greet, and check-in visitors and patients and give verbal directions to so as to get them to appropriate destination.
• Answer questions about the organization and associated activities
• Confirm inpatient admission with Insurance Companies while abying by HIPPA policies.
• Provide wheelchairs to patients/visitors. This may require going to different areas of the hospital to obtain wheelchairs. Assist patients and family into the hospital, walking, or by wheelchair as needed.
• Stay current on the system's Visitor Guidelines and review these guidelines with visitors, patients, and staff as needed.
• Efficiently check-in visitors and patients using PassagePoint and Care Connect, and/or other required systems.
• Modify daily tasks as needed in order to support UCLA system's visitor guidelines, visitors, patients, and unit specific restrictions.
• Maintain and follow visitor management security processes, such as Visitor Management Inbox and PassagePoint Security Center's watch list and alerts.
• Follow chain of custody of found items and document the lost/found items to ensure the safe keeping, and attempt to return articles to their rightful owner as instructed by the Lost and Found Policy.
• Follow opening and closing procedures.
• Maintain a sanitized and organized station.

Maddie's Room (Surgical Waiting Area) specific:

• Follow all Maddie's Room procedures when checking in visitors and assigning seating.
• Round regularly in Maddie's Room to provide confidential updates, address questions and requests promptly, and ensure the space remains clean and well-organized. Report any issues to the appropriate department without delay.
• Actively promote and support the use of the Physicians' Consultation Rooms.
• Maintain up-to-date documentation of visitor information and notes on the Maddie's Room Status Board to support communication with the surgical teams.
• Professionally and tactfully remind visitors to enjoy food and beverages outside of Maddie's RoomPolitely remind staff that Maddie's Room should not be used as a passageway to the patio or parking structure.

Other:

• Demonstrates flexibility in work schedule to meet department need.
• Assist in conducting environmental rounding in the lobbies as needed and ensure that the flu stations are organized and stocked
• Recognizes issues before they become problems and problem solves them
• Participate in the training of new staff, modified staff, and volunteers as needed.
• Administrative support to Hospitality Services supervisor as needed.
• Perform other duties/projects as assigned.

• Demonstrate skill in working independently and without supervision.
• Demonstrate Leadership Experience.
• Demonstrate great interpersonal skills in treating coworkers as well as customers with respect, courtesy, and understanding
• Demonstrate great customer service skills through constant helpfulness, willingness to assist in variety of situations, and good listening skills
• Demonstrate ability to collect feedback, analyze, create reports and provide date to leadership.
• Demonstrate recent work experience in customer service and the ability to value others.
• Skill in setting priorities and following directions.
• Demonstrated ability to apply the techniques of problem solving, active listening, and diffusion of anger, with family members that are anxious.
• Ability to remain calm and rational in highly volatile and ambiguous situations. Demonstrated ability to prioritize a large number of simultaneous, complex situations and complete them within reasonable time frames.
• Demonstrated conflict resolution and group process skills sufficient to be effective in an interdisciplinary group or team.
• Ability and willingness to perform support functions such as assisting in various areas.
• Strong written skills to prepare professional level correspondence.
• Proficiency with MS Word, MS Excel, MS Access and MS Power point strongly preferred.
• Ability to effect change toward improvement of hospital and clinics services.
• Ability to relate on the telephone with authority, tact, understanding patience and caring.
• Ability to navigate through the system to find where patients about to receive updates for the family.
• Ability to multi task (answer multiple questions at the same time, answer and receive multiple phone lines from Operating room, PACU, SOU, GOU, Interventional Radiology, Cath Lab, Radiology, Interventional Medicine, Interventional Cardiology and Surgeons needing assistance to locate family members for update.
• Physical Requirements: Standing and walking at least 6.5 hours of an 8 hour work day, often in continuous stretches

Pushing / Pulling / Lifting up to 25 pounds

• Ability to work with various types of volunteers in the surgical waiting area and the Recovery room.