Standing Out with Guest Experience

There is something special about showing up to a new place only to find out they offer complimentary valet services. Who knew a hospital could be one of those luxurious locations? Stormont Vail Health doesn’t just offer free valet services, but has an entire Guest Experience Services team making first impressions that last, lending a helping hand where needed, and offering quality assistance in areas that other hospitals don’t.

“We are a very new department,” explained Kaci Copas, Guest Experience Services supervisor. “We were only created in March!” When COVID-19 hit, there were funds to create screening positions and other prevention necessities. However, when COVID-19 slowed down, Stormont Vail didn’t. Having a presence in the lobby was expanded upon; the Guest Experience Services department now includes valet services, lobby ambassadors, health screeners, and information desk assistance!

Anyone arriving at Stormont Vail can take advantage of the complementary valet services offered at the main hospital entrance. Every weekday between 7:30 a.m. – 4:00 p.m., a guest experience team member will be waiting in the circle drive to assist with wheel chairs, walkers, strollers, etc. and offer to park your vehicle so that patients, family members, and friends can enter the hospital together.

Lobby Ambassadors take one of the most troublesome and stress-inducing experiences of a hospital or clinic visit and make it obsolete. Not only will ambassadors point people in the correct direction, but they are ready and willing to escort patients and visitors alike to their exact destinations.

“I really enjoy interacting with people, talking with them, and helping them. I do screening, but I am also an ambassador,” said Deborah Smith, Guest Experience ambassador. “So, I help people figure out where they need to go and I can even take them there. Some people need a little extra help with transportation so we also go pick patients up from their rooms in wheel chairs too.”

Hospital layouts can be very confusing, especially the bigger they are! Having friendly faces there to greet, transport, and offer helpful information to people is an amazing asset.

“We see about 1,400 people a day at the main hospital location which means we get to help so many people,” explained Kaci Copas. “My favorite part of leading Guest Experience is working with such an amazing and caring team that truly wants to help Stormont Vail and our community. I enjoy hearing the connections that are made with our guests every day.”

If you’re a people-person that loves to form relationships and help others, join our team! You can see open positions and apply at

Valet outside of the hospital
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