Hospitality Specialist
The Blood Connection, Incorporated - Spartanburg, SC

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Job Description
: Job Title: Hospitality Specialist (HOSPSP) for Spartanburg, SC center

Position Summary: The overall objective of a Hospitality Specialist is to enhance and maximize the donor experience. As the first impression of the organization, the Hospitality Specialist must reflect professionalism, competency, exemplary customer service skills and a genuine appreciation for the donor and the values and mission of The Blood Connection.

COPE Level: 3

Salary Grade: Per current job band for position.

Special Compensations: Shift differential per company policy.

Supervision Received: Manager, Center WB Collections and Hospitalty DSMWBH

Responsibilities

Essential Duties:

Greeting Donors and Guests:
• Opens doors and welcomes visitors and patrons with a smile to establish rapport, create ambiance and connect with guest on a personal level.
• Genuinely greets donors and other guests in manner that promotes welcome and appreciation. Smiles, stands, and shows respect to donors taking time out of their day to perform a charitable act.
• Identifies donor by his or her specific appointment (if applicable) and endeavours to engage donor by name during the remainder of his or her donor experience.

Maintaining Store Front and Overall Impression:
• Maintains overall facility appearance (organization and cleanliness of all donor areas, parking lot, operational areas, etc.) by assuring that all operational areas are clean, inviting and free of debris during operational hours (between janitorial cleanings).
• Makes recurring and scheduled audits or rounds to assess and maintain building and grounds to ensure good housekeeping is maintained internally and externally.
• Ensures that all maintenance or requests for maintenance is carried out correctly and promptly.
• Ensures that the night cleaning staff is carrying out the duties allocated to them by visual inspection and reporting all non-conformances.

Liaising with Donors and Guests:
• Communicates the TBC vision of donor experience to patrons.
• Is capable of conveying the organizational values.
• Is capable of conveying the operational mission.
• Circulates throughout donor center maintaining a high profile with customers and staff.
• Engages donors in conversation and makes them feel important.
• Involves donor in conversation regarding different donation types based on donor blood type, current inventory needs and overall donor profile. Promotes automated collection procedures if appropriate.
• Stays “close to the customer" and maintains effective communication with him/her at all times through active engagement in the donation process and interpretation of the pulse of the current operational situation or circumstance.
• Reports to management all observations that may tarnish a donor’s experience. Immediately contacts management if the donor appears disgruntled or unsatisfied.
• Extends appreciation and gratitude to donors as they exit.

Operational Responsibilities:
• Maintains effective working relationships with collection staff and management to assure that the donor flow is expedited and efficient.
• Provides professional, courteous and prompt service.
• Performs reception and switchboard duties.
• Performs donor registration, identity verification and eligibility checks.
• Provides educational material.• Escorts donors throughout the process.
• Performs donor collection support tasks (as indicated by appropriate training and release-to-task)

• Performs donor cholesterol point-of-care check. (Performs donor finger stick, operates equipment and delivers results to donor.)
• Mixing and sealing blood units.
• Placing blood units into storage coolers/refrigerators.
• Stocking donor screening room.
• Stocking donor collection room.
• Stocking and maintaining donor refreshment supply (rejuvenation room).

• Monitors donors after donation.
• Recognizes signs and symptoms of adverse effects to blood donation (reactions).
• Performs mitigation strategies to reduce progression of donor reactions.
• Provides treatment until relieved by technical staff.

• Adheres to visitor protocols to ensure that no unauthorized person has access to any part of the center.

Secondary Duties:

• Participates in center sponsored blood drives and other special events as requested by administration.
• Delivers On-the-Job Training to new hires as requested by the company.
• Other duties as assigned

Qualifications

Education Requirements: High School Diploma or GED

Licensure/Certification Requirements: Valid Driver’s License

Experience Requirements: Customer Service Preferred

Knowledge, Skills, and Abilities:

• Excellent communication skills.
• Excellent interpersonal skills.
• Excellent customer services skills.
• Continual awareness of the highest standards of personal hygiene, appearance and dress.
• Must maintain high energy.
• Basic computer knowledge.
• Ability to establish and maintain effective relationships in the work setting (with both peers and management).
• Must be a team player.
• Ability to understand and follow written and verbal instructions.
• Neat, legible handwriting.
• Great attention to detail.

Equipment and Working Conditions

Equipment Operation:
• Personal Computer
• Blood Tubing Segmenter
• Cholestech LDX Point of Care Device

Safety Equipment: Personal Protective Equipment as indicated on individual departmental and/or center wide SOPs.

Exposure Determination:
X Category 1: it is reasonably anticipated that the performance of tasks or procedures that are required for this job may involve exposure to blood, body fluids, or other potentially infectious material.

Working Conditions:
• Normal office environment
• Exposure to normal conditions most of day
• Prolonged standing.
• Light lifting required.
• Possible exposure to untested blood

Security Designation Facilities:
• Access to company vehicles
• RFID access to designated areas at processing center
• Assigned access door code to collection centers
• Assigned long distance telephone code
• Alarm codes to processing and collection centers

Computer Access: HOSPSPEC

Training Requirements: Refer to the Training Requirements Form for a detailed list of required topics/ procedures assigned to this job description.

Required Education: High school or GED

Two years customer service preferred.

REPORTS TO OUR SPARTANBURG CENTER:

270 North Grove Medical Park Drive

Spartanburg, SC 29303

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