The Hospitality Associate acts as the liaison between the patient, Food and Nutrition Services, and Nursing Services and attends to all patient meal requests. The HA is responsible for patient menu distribution and collection, accurate menu modification, and effective communication with the patient services manager, nursing, dietitian, and production staff as needed.
Education
High School Diploma or GED
Qualifications
- Ability to exhibit competency following training.
- Must be able to read, write, and speak English fluently.
- Must demonstrate critical thinking and problem-solving.
- Must demonstrate effective interpersonal and communication skills.
- Three months of related experience preferred.
Area of Responsibilities
Customer Service addresses patients by proper names, expresses respect and courtesy in all interactions, uses provided scripting, fosters communication and team work, responds to needs within the department, addresses problems in a proactive manner, and responds politely and promptly to all patient requests. Projects and maintains a positive impression. Maintains neat and clean appearance and follows hospital department dress code at all times. Integral role in service recovery program.Floor Stock - inventories, assembles, and delivers floor stock to assigned areas.Menu distribution, collection, and meal delivery - presents menus using Spoken Menu. Obtains all patient menu selections for assigned nursing units. Establishes and maintains competency with tray identification system and therapeutic diet knowledge as related to the patient menu program. Assembles, delivers, and collects patient trays during meal service according to policy and procedure. Uses required scripting and ensure completeness and accuracy of tray prior to delivery. Adjusts bedside table tray stand as needed. Assists patients with tray set-up. Delivers and collects courtesy trays and guest trays.Menu Modification modifies menus accurately based on Nutrition Care Order (Diet Order). Utilizes age-specific criteria in menu modification. Maintains competency in all therapeutic diets.Patient Satisfaction- demonstrates willingness to maintain patient satisfaction standards. Obtains and maintains 90% for "courtesy of server" for patient satisfaction on assigned floors.Communication- reports meal-services-related concerns to patient nutrition / quality manager, supervisor, nursing or dietitian as needed. Records problems on Hospitality Service Record. Works with all levels of hospital personnel, visitors, and customers in a professional and service-oriented manner at all times.Confidentiality Maintains patient confidentiality per HIPAA regulations.In-Services - Attends all mandatory department and hospital meetings. Attends departmental in-services. Assists with on-the-job training of new employees.Safety and Sanitation Follows safety rules at all times. Reports accidents and unsafe conditions to manager. Follows isolation protocols, follows food safety standards, and sanitation standards. Demonstrates knowledge of proper infection control and food safety standards as evidenced by good hand washing, proper use of FIFO, assurance of proper food temperatures, etc., and work areas (PODs, carts, coolers) clean per department policy.Strives to improve the daily work routine by discussing work simplification methods with manager and assists with implementation.Compliance Statement
Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.
Education
High School Diploma or GED
Experience
No prior work experience required
Licenses & Certifications
NONE REQUIREDSupervision
No direct supervision responsibilities. Reports to and supervised by the patient nutrition & quality services manager.Qualifications
Ability to exhibit competency following training.Must be able to read, write, and speak English fluently.Must demonstrate critical thinking and problem solving.Must demonstrate effective interpersonal and communication skills.Three months related experience preferred.Definitions
The Hospitality Associate acts as the liaison between the patient, Food and Nutrition Services, and Nursing Services and attends to all patient meals requests. The HA is responsible for patient menu distribution and collection, accurate menu modification, and effective communication with patient services manager, nursing, dietitian, and production staff as needed.Contact With Others
Appreciable contacts as regular part of the job with others outside of the department or organization. Requires discretion and tact to give or get specialized information to perform duties of job.
Effect Of Error
Probable errors may be serious and involve losses such as improper costs, overpayment, waste of material, damage to equipment, and delay in processing work. Effect usually confined within the organization. Most of work not subject to direct verification or check. Regularly works with some confidential data such as account, salaries, patient medical records, which if disclosed might have adverse internal or external effects.
Supervisory Responsibility
Exercises no supervision, work direction, or instruction of other employees or students
Mental Demands
Semi-routine duties of some variety and difficulty performed under general supervision and following general operating procedures and practices. Work involves some planning to select correct methods and correct for error.
Physical Effort
Minor physical effort - Job requires person to stand and / or walk frequently. Lifts, carries, or uses lightweight (1 to 25 lbs.) materials or equipment less than half of the day. Works in reaching or strained position intermittently. Office or laboratory work requires close visual effort less than half of day. Office or Laboratory work with concentration on a monotonous, repetitious procedure or skill most of day, where speed and accuracy are essential.
Working Conditions
Moderate - (About 50% of the day) Involved in exposure to dirt, odors, noise, or some work is performed with exposure to temperature / weather extremes / occupational risk. Limited probability of coming into contact with blood borne pathogens, other potentially infectious diseases, or biomedical / bio-hazardous materials.
Physical Aspects
Continually (at least once per day)
HearingVisualSpeakingStandingBalancingSmellingFrequently (at least 3 times a week)
BendingManual Dexterity picking, pinching With fingers etc.Feeling (Touch) determining temperature, texture, by touchingReaching above shoulderColor VisionWalkingLifting up To 25 lbs.Handling seizing, holding, graspingClimbingTastingPushing / Pulling 25 To 60 lbs.Pushing / Pulling over 60 lbs.Occasionally (at least once a month)
TypingReaching below shoulderRunning - In response To an emergencyCarryingKneelingSquattingPushing / Pulling up To 25 lbs.
