Hospitality associates are hired in many settings, including hospitals and hotels, where their main work is to ensure that patients or guests (depending on where they are working) are provided with the best possible services. These individuals are usually the first people we meet when we enter a facility, and they are responsible for making sure that our stay is comfortable and that no issues arise regarding the service quality of the facility.
A high school diploma or a GED equivalent is usually sufficient to work as a hospitality associate. However, you will need to be trained appropriately for the type of work that you are expected to perform. If you have worked in a hospital setting before and intend to work in a hotel now, you will need to be properly trained for the latter as many things will be different in that environment. The ability to learn quickly and work on your feet for long periods of time, exceptional communication and interpersonal skills, deep insight into managing problems and issues, and the capability of providing exceptional customer services are all prerequisites of working as a hospitality associate.
To see what a hospitality associate does in the two main identified roles, have a look at the following lists:
• Build and maintain effective liaison with patients and their families, in a bid to understand their requirements and provide them with required support
• Arrange for patients to be registered with the facility, ensuring that all important information is derived and recorded properly
• Establish and maintain accessibility to patients through visibility and good communication
• Ascertain that all patients are provided with the type of care that is promised to them by constantly overseeing delivery of care
• Coordinate services of the nursing staff to ensure appropriate monitoring and care for each assigned patient
• Create and maintain effective liaison with kitchen staff to ensure delivery of nutritious meals in a time efficient manner
• Welcome new and returning guests and visitors and respond to their queries in an appropriate manner
• Respond to telephone calls to provide information regarding reservations and room vacancies
• Record guests’ check-ins and check-outs and ensure that all this information is properly logged in the database
• Issue and inventory keys and key cards and ensure that guests’ special requests are fulfilled according to the hotel’s policies and procedures
• Handle inappropriate behavior and file incident reports to document problems and disturbances