Supervisor, Ambassadors OC

About City of Hope Orange County

City of Hope Orange County is transforming cancer treatment by bringing world-class expertise and specialized care closer to home. Supported by a regional network of care, our 11-acre academic cancer campus in Irvine is home to City of Hope Orange County Lennar Foundation Cancer Center, our outpatient cancer center, and Orange County’s only cancer specialty hospital.

With the opening of the hospital, the full continuum of advanced cancer care-from prevention through survivorship-is available in Orange County for the first time, eliminating the need to travel for lifesaving treatment. Seamlessly connected to our outpatient cancer center, the new clinical research hospital features 73 inpatient beds, advanced surgical suites, groundbreaking clinical trials, and holistic services such as rehabilitative therapy and spiritual care. This isn’t standard cancer care. This is lifesaving cancer care. This is Hope.

The Supervisor works a variable day shift schedule. Weekend availability is required.

The Ambassador Supervisor is responsible for overseeing the activities of the ambassador shift staff which provide ambassador functions to City of Hope. The Ambassador Supervisor assists in leading the provision of the City of Hope ambassador services to create the best experience of the City of Hope’s patients, family members, employees and vendors. Areas of responsibility include OC Hospital and Lennar Cancer Center front desks, lobbies, gift shop, tram service, conference rooms and break rooms. The role is also responsible for the overall shift management of the ambassador team

As a successful candidate, you will:

Supervises Guest/Patient Service in the following areas:

• Meeting, greeting and assisting of patients, guests and colleagues with way finding (providing directions), obtaining wheelchairs and providing minimal transport.

• Acknowledging and greeting of patients, guests and colleagues with a professional and friendly demeanor.

• Accessing patient information to confirm appointment times, appointment locations and room numbers to guests on an as-needed basis

• Ensures that patient and business confidentiality is maintained at all times.

• Demonstrates a willingness and ability to help others at all times.

• Supervise ambassador shift including those driving, those acting as greeters both on and off the curb. Provides updates to staff at beginning of each shift. Responsible for proper execution of assigned duties. Interacts with parking team, patient transport and volunteers as required.

• Effectively motivate, coach and manage staff to achieve prescribed objectives by providing clear performance expectations and regular feedback. Document performance outcomes and ensure poor performance is addressed and high performance is recognized and rewarded.

• Supervise the day to day processes for ambassadors, radios, golf carts, directions, traffic management, complaints, event management and patient/public parking.

• Undertake investigations into customer complaints and other sensitive matters which may have reputational implications for City of Hope. Recommend strategies to minimize risk, inform management and provide cost effective outcomes. Liaise closely with senior management, security and other regulatory bodies.

Your qualifications should include:

• Associate degree, Hospitality, Business, or similar.

• Experience may substitute for minimum education requirements

• 5 years of experience in Customer Service or Hospitality Industry

• 3 years of Supervisory or Management experience

• Experience leading large teams

• MS Word, Excel, Outlook proficiency

• Current CA Driver’s License

• CPR certification through American Heart Association

Additional Information:

Job Status: Full time, exempt

Salary range $70,304 – $103,139

City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.

City of Hope is an equal opportunity employer.

To learn more about our Comprehensive Benefits, pleaseCLICK HERE.