Supervisor, Guest Services Job at University of Rochester (Rochester)

Supervisor, Guest Services

University of Rochester

Location:
United States of America , Rochester

Category:
Customer Service

Contract Type:
Not provided

Salary:

23.06 - 32.29 USD / Hour

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Job Description:

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Responsibility:

Coordinates activities of Ambassadors, and acts as a first line problem solver and resource to other staff
Monitors and ensures that all Ambassador functions are completed in an accurate, efficient and customer-focused manner
Assists with operational support and personnel-related matters including training, compliance and performance evaluations
Participates in on-call rotation as needed
Manages daily operations, providing day-to-day guidance, instruction and assistance to Ambassador team
Exhibits leadership skills and the ability to set high standards of performance and coach operators to continued success
Fosters a work environment that is responsive and sensitive to the needs of a diverse staff and customer base
Serves as direct supervisor, ensuring proper coverage is maintained at all ambassador posts during evening hours as assigned
Manages operations to ensure adherence to service level standards and company policies/procedures
Reviews, approves and coordinates time off requests and evaluates appropriate coverage to meet service level standards
Makes rounds to all ancillary areas operating during the evening shift to ensure standards of the department are met
Applies operations and related workforce management knowledge and skills to effectively lead the team and support department goals
Maintains a working knowledge of UR policies and procedures, as well as state and federal mandates and other employment-related policies
Motivates and supports Ambassadors through feedback and communication
Manages employee performance utilizing performance management tools
Maintains accurate documentation of employee performance
Completes annual performance reviews of all direct reports and provides feedback on other Ambassador performance
Provides regular performance feedback to Ambassadors
Ensures staff has proper access for departmental systems
Monitors and ensures staff provide the highest level of customer service
Provides and coaches staff to provide the highest level of customer recovery skills
Facilitates programs and activities for employee recognition, process improvement and morale
Works interdepartmentally to resolve questions or concerns
Communicates and collaborates with internal and external customers to ensure an integrated approach to service
Utilizes good judgment and professionalism to effectively handle and resolve patient, visitor or family complaints
Determines when situations warrant escalating to Managers, Medical Center Administrator, Security or other leaders within the health system
Alerts manager to disruptions in automated activities and/or computer systems that impact customer service or department's operation
Ensures equipment is working correctly, including Golf Cart, Electric Wheelchair Mover, and Electric Patient Transporter
Ensures other department systems are working properly
Performs necessary tests, maintenance and system backups
Participates in after hour on-call process to assist staff with problem solving, scheduling needs, sick calls, etc
Helps prepare weekly schedules, making adjustments to schedules as needed
Reviews and approves time off requests
Assists in weekly payroll as instructed by Guest Services Manager
Identifies improvement opportunities and makes changes as appropriate to resolve operational issues
Recommends and participates in the development of short- and long-term service improvement strategies
Recommends and implements operational changes or enhancements to improve productivity and efficiency
Attends meetings as an informational operations expert on projects/teams related to operations
Maintains knowledge of assigned programs and protocols
Participates in interviews for prospective Ambassadors
Ensures team members obtain the appropriate training and support to best apply knowledge and skills on the job
Assists with training staff on new programs, scripts and protocols
Creates and maintains training materials for golf cart operations and other Ambassador related items
Acts as supervisor and trainer for Main Lobby volunteers and THSP student Ambassadors
Other duties as assigned

Requirements:

Associate's degree and 2 years of customer service experience required
Or equivalent combination of education and experience

Additional Information:

Job Posted:
February 21, 2026

Employment Type:

Fulltime

Work Type:

On-site work

University of Rochester - All Job Offers

Job Link Share:

Supervisor, Guest Services

University of Rochester

Location:
United States of America , Rochester

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
February 21, 2026

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Job Posted:February 21, 2026

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