{"id":219962,"date":"2026-05-20T10:09:13","date_gmt":"2026-05-20T14:09:13","guid":{"rendered":"https:\/\/www.rochester.edu\/human-resources\/?p=219962"},"modified":"2026-05-20T10:48:15","modified_gmt":"2026-05-20T14:48:15","slug":"guest-services-spotlight","status":"publish","type":"post","link":"https:\/\/www.rochester.edu\/human-resources\/2026\/05\/20\/guest-services-spotlight\/","title":{"rendered":"Living Our Values: A spotlight on guest services"},"content":{"rendered":"<p>The University of Rochester\u2019s 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 <a href=\"https:\/\/www.rochester.edu\/human-resources\/tag\/spotlight\/\">\u201cLiving Our Values\u201d<\/a> series, get to know some of the many individuals who make our lives \u201cever better\u201d by turning our mission into action each day.<\/p>\n<h2>Compassionate service &amp; support at every step\u2014Meet members of the Guest Services Team<strong><br \/>\n<\/strong><\/h2>\n<p>They are often the first faces to greet patients and visitors at the hospital.<\/p>\n<figure id=\"attachment_219992\" aria-describedby=\"caption-attachment-219992\" style=\"width: 632px\" class=\"wp-caption alignright\"><img decoding=\"async\" class=\"wp-image-219992 size-medium\" src=\"https:\/\/www.rochester.edu\/human-resources\/wp-content\/uploads\/2026\/05\/autumn-hall-spotlight-632x843.jpg\" alt=\"A woman named Autumn Hall is sitting on a bench with a colorful metal backing in the shape of a tree, butterfly, and sprout.\" width=\"632\" height=\"843\" srcset=\"https:\/\/www.rochester.edu\/human-resources\/wp-content\/uploads\/2026\/05\/autumn-hall-spotlight-632x843.jpg 632w, https:\/\/www.rochester.edu\/human-resources\/wp-content\/uploads\/2026\/05\/autumn-hall-spotlight-797x1062.jpg 797w, https:\/\/www.rochester.edu\/human-resources\/wp-content\/uploads\/2026\/05\/autumn-hall-spotlight-305x406.jpg 305w, https:\/\/www.rochester.edu\/human-resources\/wp-content\/uploads\/2026\/05\/autumn-hall-spotlight-768x1024.jpg 768w, https:\/\/www.rochester.edu\/human-resources\/wp-content\/uploads\/2026\/05\/autumn-hall-spotlight.jpg 960w\" sizes=\"(max-width: 632px) 100vw, 632px\" \/><figcaption id=\"caption-attachment-219992\" class=\"wp-caption-text\">Autumn Hall, Guest Services, Ambassador<\/figcaption><\/figure>\n<h3>Autumn Hall<strong><br \/>\n<\/strong><\/h3>\n<p><em>Guest Services<\/em><br \/>\n<em>Ambassador<\/em><\/p>\n<p><strong>What does \u201cguest service\u201d mean to you personally?<\/strong><\/p>\n<p>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\u2019m able to guide and support them. It makes my job feel meaningful because I know I\u2019m helping people in real ways every day.<\/p>\n<p><strong>How did you begin your career at the University of Rochester, and what are your key responsibilities during a typical shift?<br \/>\n<\/strong><\/p>\n<p>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.<\/p>\n<p><strong>How do you feel your role contributes to the overall patient and visitor experience at the hospital?<br \/>\n<\/strong><\/p>\n<p>My role often serves as the first point of contact, which sets the tone for a visitor\u2019s 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.<\/p>\n<p><strong>What training or skills have been most critical in this role?<br \/>\n<\/strong><\/p>\n<p>Empathy, communication, and patience have been the most important skills in my role. You never know what someone is going through, so it\u2019s important to treat everyone with kindness and understanding. Being able to clearly communicate and stay calm helps ensure visitors feel supported and respected.<\/p>\n<p><strong>What is the most rewarding part of your job?<br \/>\n<\/strong><\/p>\n<p>The most rewarding part of my job is knowing that I\u2019m making a difference in someone\u2019s 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\u2019m constantly learning and have people I can rely on, which makes the experience even more meaningful.<\/p>\n<p><strong>How has this role changed the way you interact with people throughout your day?<br \/>\n<\/strong><\/p>\n<p>This role has helped me become more confident and open when interacting with others. I\u2019ve learned how to communicate more clearly and step out of my comfort zone. It\u2019s made me more aware of how I can help people, even in small everyday situations.<\/p>\n<p><strong>What advice would you give someone starting in Guest Services?<br \/>\n<\/strong><\/p>\n<p>I would tell someone starting in Guest Services not to be afraid to ask questions and take their time learning. It\u2019s okay to make mistakes, as long as you\u2019re willing to learn from them. Being patient, observant, and open to growth will help you succeed in the role.<\/p>\n<p><strong>If you could describe your service style with three words, what would they be?<\/strong><\/p>\n<p>Empathetic, attentive, reliable.<\/p>\n<hr \/>\n<figure id=\"attachment_220002\" aria-describedby=\"caption-attachment-220002\" style=\"width: 632px\" class=\"wp-caption alignright\"><img decoding=\"async\" class=\"wp-image-220002 size-medium\" src=\"https:\/\/www.rochester.edu\/human-resources\/wp-content\/uploads\/2026\/05\/tasha-turner-spotlight-632x843.jpg\" alt=\"A woman named Tasha Turner is sitting on a bench with a metal back made of different shapes and colors: blue tree, yellow butterfly, and gray sprout.\" width=\"632\" height=\"843\" srcset=\"https:\/\/www.rochester.edu\/human-resources\/wp-content\/uploads\/2026\/05\/tasha-turner-spotlight-632x843.jpg 632w, https:\/\/www.rochester.edu\/human-resources\/wp-content\/uploads\/2026\/05\/tasha-turner-spotlight-797x1062.jpg 797w, https:\/\/www.rochester.edu\/human-resources\/wp-content\/uploads\/2026\/05\/tasha-turner-spotlight-305x406.jpg 305w, https:\/\/www.rochester.edu\/human-resources\/wp-content\/uploads\/2026\/05\/tasha-turner-spotlight-768x1024.jpg 768w, https:\/\/www.rochester.edu\/human-resources\/wp-content\/uploads\/2026\/05\/tasha-turner-spotlight.jpg 960w\" sizes=\"(max-width: 632px) 100vw, 632px\" \/><figcaption id=\"caption-attachment-220002\" class=\"wp-caption-text\">Tasha Turner Abdullah, Guest Services, Representative<\/figcaption><\/figure>\n<h3>Tasha Turner Abdullah<strong><br \/>\n<\/strong><\/h3>\n<p><em>Guest Services<\/em><br \/>\n<em>Representative<\/em><\/p>\n<p><strong>What is something about your role that might surprise people?<br \/>\n<\/strong><\/p>\n<p>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.<\/p>\n<p><strong>What does \u201cguest service\u201d mean to you personally?<\/strong><\/p>\n<p>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.<\/p>\n<p><strong>How did you begin your career at the University of Rochester, and what are your key responsibilities during a typical shift?<br \/>\n<\/strong><\/p>\n<p>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&#8217;s location or an appointment, I am here to help.<\/p>\n<p><strong>How does your team support each other during busy and stressful times?<br \/>\n<\/strong><\/p>\n<p>I have an AMAZING TEAM!\u00a0If one of our team members is having a rough day, we step in to help. Whether it&#8217;s a transport that they are unable to do or answering phone calls, we&#8217;re there. Even if one of us just needs a listening ear, we&#8217;re here.<\/p>\n<p><strong>What is your go-to way to make someone feel welcome instantly?<br \/>\n<\/strong><\/p>\n<p>A BIG smile! It sometimes makes the individual feel better in an already stressful situation.<\/p>\n<p><strong>How has this role changed the way you interact with people throughout your day?<br \/>\n<\/strong><\/p>\n<p>This role has encouraged me to listen more. Listening helps me better understand what&#8217;s going on. I am more compassionate towards people.<\/p>\n<p><strong>What advice would you give someone starting in Guest Services?<br \/>\n<\/strong><\/p>\n<p>Have a big heart and a listening ear. Please don&#8217;t be afraid to ask questions. You need patience, and lots of it.<\/p>\n<p><strong>If you could describe your service style with three words, what would they be?<\/strong><\/p>\n<p>Personable, engaging, and harmonious.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The University of Rochester\u2019s 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,&hellip;<\/p>\n","protected":false},"author":212,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1432],"tags":[1522],"class_list":["post-219962","post","type-post","status-publish","format-standard","hentry","category-employee-spotlights","tag-spotlight"],"acf":[],"yoast_head":"<title>Living Our Values: A spotlight on guest services | Office of Human Resources<\/title>\n<meta name=\"description\" content=\"Meet the Guest Services team supporting patients, visitors, and staff through compassionate guidance and care.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.rochester.edu\/human-resources\/2026\/05\/20\/guest-services-spotlight\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" 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