Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix. our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today. 

Position Summary:

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, for the main campus, local community sites for the operation of the parking facilities. The role is also responsible for the overall shift management of the ambassador team.

Essential Functions:

• The Ambassador Supervisor must be able to interact positively with patients, family members, visitors, employee and all levels of management across the full spectrum of business unit owners and demonstrate ownership of deliverables. Ability to build and maintain rapport and adapt rapidly to shifting priorities is critical.
• The role requires a customer service professional with experienced qualifications and demonstrated experience at a supervisory level in a similar environment, and a strong background in customer service, hospitality or related fields. Specialized knowledge and experience in the operational aspects of customer service, customer service systems, parking and/or hospitality and the development and implementation of strategies and policies relating to these areas.
• Demonstrated ability to lead in the fields of customer service, systems, personnel management, parking, and demonstrated ability to undertake complex solutioning, including those into sensitive matters, and produce clear and impartial reports on the findings.
• Demonstrated experience managing the customer service and complaint responses.

As a successful candidate, you will:

Ambassador Management:

• 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 
  • May provide some concierge services to assist patients and guests with accessing Internet information (e.g., driving directions, restaurants, shopping and amenities) within the City of Hope and local community. 
  • Ensures that patient and business confidentiality is maintained at all times. 
  • Demonstrates a willingness and ability to help others at all times. 
  • Coordinates patient needs with other departments.
• 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.
• Knowledgeable of and adheres to all COH rules, regulations, policies, and orders.  Responsible for ambassador on or at any assigned City of Hope locations.
• Provide input to the annual operating budgets for the ambassador program.
• 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.
• Ambassador services to be supplied to agreed standards, within budget and to agreed timeframes while maintaining effective relationships with clients across the organization
• Create and maintain internal documentation such as dashboards and system reports to measure current system health in real time.
• 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.

Reports, Monitors and Trains:

• Maintains records and prepares incident reports and other documents pertinent to ambassador activities. 
• Maintains department records, reports, and files as required.
• Create and provide training to all ambassador staff.
• Trains the dispatchers within the Ambassador Program as well as creates and develops monthly reporting for statistical analysis.
• Enhances professional growth and development through participation in educational programs, reviewing current literature, attending in-service meetings, and workshops to keep up to date with current ambassador industry trends.

Your qualifications must include: 

• Bachelor’s Degree, Hospitality, Business, Computer Science
• Experience may substitute for minimum education requirements
• 3 years of Supervisory or Management experience
• 5 years of experience in Customer Service or Hospitality Industry

Req. Certification/Licensure:

• Current CA Driver’s License
• CPR Issued from the American Heart Association

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 commitment to diversity, equity, and inclusion, please click here.

To learn more about our Comprehensive Benefits, please CLICK HERE.