The University of Rochester’s spirit of curiosity and creativity is fueled by the drive of faculty, staff, and healthcare providers who bring new ideas to life every day. At URochester, employees are encouraged to think ambitiously and work purposefully. In the “Living Our Values” series, get to know some of the many individuals who make our lives “ever better” by turning our mission into action each day.
Compassionate service & support at every step—Meet members of the Guest Services Team
They are often the first faces to greet patients and visitors at the hospital.
Autumn Hall
Guest Services
Ambassador
What does “guest service” mean to you personally?
Guest Services is about being there for people in moments that really matter. Whether someone is visiting a loved one, celebrating something special, or going through a difficult time, I’m able to guide and support them. It makes my job feel meaningful because I know I’m helping people in real ways every day.
How did you begin your career at the University of Rochester, and what are your key responsibilities during a typical shift?
I began working at the University of Rochester during my junior year of high school. It was my first job, and I wanted to be part of a place where I could help others and feel like my work mattered. During a typical shift, I assist at the hospital front desk by creating passes, giving directions, answering phones, and sometimes transporting visitors to their destinations.
How do you feel your role contributes to the overall patient and visitor experience at the hospital?
My role often serves as the first point of contact, which sets the tone for a visitor’s experience. By being patient, helpful, and welcoming, I can make people feel more at ease during what might be a stressful time. Even small interactions can make a big difference in how someone feels when they enter the hospital.
What training or skills have been most critical in this role?
Empathy, communication, and patience have been the most important skills in my role. You never know what someone is going through, so it’s important to treat everyone with kindness and understanding. Being able to clearly communicate and stay calm helps ensure visitors feel supported and respected.
What is the most rewarding part of your job?
The most rewarding part of my job is knowing that I’m making a difference in someone’s day. I also really appreciate the environment my coworkers, supervisors, and managers create, because it feels supportive and welcoming. It feels good to work somewhere where I’m constantly learning and have people I can rely on, which makes the experience even more meaningful.
How has this role changed the way you interact with people throughout your day?
This role has helped me become more confident and open when interacting with others. I’ve learned how to communicate more clearly and step out of my comfort zone. It’s made me more aware of how I can help people, even in small everyday situations.
What advice would you give someone starting in Guest Services?
I would tell someone starting in Guest Services not to be afraid to ask questions and take their time learning. It’s okay to make mistakes, as long as you’re willing to learn from them. Being patient, observant, and open to growth will help you succeed in the role.
If you could describe your service style with three words, what would they be?
Empathetic, attentive, reliable.
Tasha Turner Abdullah
Guest Services
Representative
What is something about your role that might surprise people?
Good question! A lot of people are surprised at how quickly I learned the majority of the hospital. I tell them I have to know it all so I can help them. But we continue to expand, so there will be a lot more to learn.
What does “guest service” mean to you personally?
Guest Services means being the face of the hospital. When people come in, I am the first person they interact with; whether they need directions or are visiting a loved one, I am here for them.
How did you begin your career at the University of Rochester, and what are your key responsibilities during a typical shift?
My career here at the University of Rochester Medicine began, actually, by word of mouth. My husband (who worked at the gift shop) heard my boss talking about how his department was hiring. And the rest, as they say, is history. This year I mark five years here at the University. My key responsibility is ensuring people reach their destination in a timely manner. If someone is having a surgical procedure or needs assistance to an appointment, I will get them there. If they need any other help, such as finding a patient’s location or an appointment, I am here to help.
How does your team support each other during busy and stressful times?
I have an AMAZING TEAM! If one of our team members is having a rough day, we step in to help. Whether it’s a transport that they are unable to do or answering phone calls, we’re there. Even if one of us just needs a listening ear, we’re here.
What is your go-to way to make someone feel welcome instantly?
A BIG smile! It sometimes makes the individual feel better in an already stressful situation.
How has this role changed the way you interact with people throughout your day?
This role has encouraged me to listen more. Listening helps me better understand what’s going on. I am more compassionate towards people.
What advice would you give someone starting in Guest Services?
Have a big heart and a listening ear. Please don’t be afraid to ask questions. You need patience, and lots of it.
If you could describe your service style with three words, what would they be?
Personable, engaging, and harmonious.