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University of Rochester Logo University of Rochester · Customer Service

Supervisor, Guest Services

United States of America, Rochester 23.06 - 32.29 USD / Hour · Job Posted February 21, 2026
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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
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