Concierge

Job Description

• Report to a workstation according to schedule (15 minutes early) with high standards of personal appearance and hygiene with clean and pressed clothing and name tag.
• Greeting patients and visitors with warmth and professionalism upon arrival at the hospital.
• Adhere to grooming standards and present a neat and professional appearance while on duty.
• Provide assistance and guidance to patients and visitors regarding hospital facilities, services, and amenities.
• Liaising with hospital staff and departments to address patient and visitor concerns or special requests.
• Assist in handling inquiries, resolving issues, and addressing concerns raised by patients and visitors.
• Demonstrating professionalism, empathy, and discretion in all interactions with patients, visitors, and colleagues.
• Maintain accurate records of patient requests, inquiries, and service activities.
• Maintain a professional and courteous demeanour while interacting with patients, visitors, and colleagues.
• Assist the International Patient Centre in providing services to International Patients.
• Collect constructive feedback from Outpatients and visitors regarding their experience at the hospital and report findings to the appropriate authorities for documentation and improvement purposes.
• Monitor and maintain cleanliness, organization, and appearance of Concierge desks and surrounding areas.
• Manage the flow of traffic in high-traffic areas such as Outpatient areas, Emergency department, and Admission and Discharge counters.
• Serve as a point of contact for patients, visitors, and staff, addressing inquiries, resolving complaints, and providing assistance as needed.
• Ensure compliance with hospital policies, procedures, and safety regulations, including patient confidentiality and infection control protocols.
• Collaborate with other departments, including Security, Housekeeping, Front Office, Emergency Departments, Outpatient Team, Patient Liaison and other related departments, to facilitate smooth operations and address any issues or concerns.
• In the event of a VIP patient admission, a designated Thomson Ambassador will be assigned to provide personalized care for the VIP.

Job Requirement

• Education: Minimum of a Diploma in Hospitality Management, Healthcare Administration, or equivalent. At least 2 years of working experience in a related field, or equivalent combination of education and experience.
• Customer Service Experience: Experience in customer service roles is often preferred, as the role involves interacting with individuals from diverse backgrounds and addressing their needs in a courteous and helpful manner. Previous experience in VIP guest services, hospitality management, or customer relations is highly desirable.
• Physical Stamina: Must be young, energetic, and passionate about making a difference in the lives of others. Physical requirements include the capacity to stand or walk for prolonged periods and handle light objects to aid patients with mobility challenges
• Language & Communication Skills: Proficiency in English is required. Fluency in other languages, particularly intermediate Mandarin, is advantageous. Excellent communication skills, both verbal and written, with a professional and courteous demeanour.
• Problem-solving skills: The ability to think quickly and find solutions to unexpected challenges or issues that may arise while assisting patients or visitors.

Job Types: Full-time, Permanent

Schedule:

• Monday to Friday