The Patient Food Hospitality Attendant Training Lead is at the forefront of customer service, providing Orlando Health patients and guests with service above and beyond expectations to ensure a memorable food and dining experience.

Orlando Health system, which employs nearly 22,000 team members. Areas of clinical excellence are orthopedics, heart and vascular, cancer care, neurosciences, surgery, pediatric specialties, neonatology, women's health and trauma.

Essential Functions

• Models essential service behaviors, such as excellent communication and customer service skills with patients, nursing staff, team members and visitors, interacting cooperatively and constructively and communicating in an open, honest, gracious and
compassionate manner at all times, including person to person, telephone and written forms.
• Responsible for conducting training sessions of approved educational material to all pertinent team members.
• Provides instruction to new hospitality team members in various areas by demonstrating technical skills, including delivery and collection of patient meal trays, processing guest trays, reviewing patient meal selections and customer service techniques.
• Training includes proper meal delivery, isolation precautions, customer interaction, and service recovery.
• Models essential service behaviors, such as excellent communication and customer service skills with patients, nursing staff and visitors, interacting cooperatively and constructively and communicating in an open, honest, gracious and compassionate manner at all times, including person to person, telephone and written forms..
• Coordinates operation of patient services on a daily basis.
• Responds to patient complaints and follows up with appropriate supervisor or manager.
• Models essential service behaviors, such as excellent communication and customer service skills with patients, nursing staff, team members and visitors.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.

Other Related Functions

• Recognizes that flexibility is paramount and change is continuous; the team member must embrace, encourage and drive change; approach situations and challenges with an open mind; work rotating shifts according to experience and business
needs; be able and willing to be cross-trained in varied positions and performs Patient Food Hospitality Attendant duties and other duties that may not be directly assigned.
• Attends in-services, department meetings and participates in departmental Performance Improvement activities as required.
• Aids Food Service Supervisor or Manager in development of in-services to improve quality in designated areas.
• Ensures portion controls, tray delivery standards, and guest tray processes are followed by staff.
• Knowledgeable of basic therapeutic diets to enhance patient meal selection and patient satisfaction.
• Knowledgeable in preventing Food Borne Illness (F.B.I.) and follows Hazard Analysis Critical Control Points (HACCP) precautions as they apply to food service.
• Aware of and follows all universal precautions as they apply to food service.
• Knowledgeable of Patient Satisfaction goals. Works consistently to exceed the department's and Orlando Health's objectives by reporting concerns and suggesting creative ideas.
• Interacts appropriately with a culturally diverse population.
• Follows chain of command when communicating departmental and individual concerns or problems.

Education/Training
Ability to read and recognize similarities and differences between words and between series of numbers. Ability to write simple correspondence. Ability to respond to common inquiries or complaints from customers.

Experience
One (1) year food service experience required.