Lead-Guest Services

St. Jude Children's Research Hospital•Detroit, MI

2d•$21 - $36•Onsite

About The Position

An exciting opportunity is available to join the exceptional Guest Services team at St. Jude as a Guest Services Lead Representative. This role supports day-to-day operations in our patient care lobbies by ensuring a warm, welcoming, high-quality experience for patients, families, guests, and staff. The Guest Services program is dedicated to delivering patient experience excellence through compassionate, professional, and responsive service at our entry points. The Lead Representative plays a key role in setting the tone, modeling service excellence, and supporting staff to achieve this vision.

Requirements

Minimum of 2 years in a service-oriented, customer-focused environment (e.g., healthcare, hospitality, hotel, restaurant, front desk operations, or non-profit).
Experience training, coaching, or mentoring team members.
Experience collaborating with cross-functional teams.
Demonstrated strong performance in prior roles.

Nice To Haves

Associate degree in Hotel, Hospitality, Liberal Arts, Business, Nonprofit Management, or related field preferred
Prior shift lead or supervisory experience in a customer-focused setting preferred.

Responsibilities

Provide shift-level leadership and operational support for Guest Services teams.
Act as operational lead during assigned shifts, escalating issues to the Manager when appropriate.
Coach, mentor, and model exceptional service behaviors for Guest Services staff.
Support scheduling and staffing coverage, including coordinating meals, breaks, and coverage for absences.
Round regularly across all desks, provide coverage as needed, and ensure consistent lobby presence.
Assist with training, scheduling, and coordinating activities for lobby volunteers.
Address and resolve patient, family, or guest concerns; escalate complex or critical issues to the Manager as needed.
Monitor customer inquiries and feedback, identifying trends and supporting staff coaching opportunities.
Support implementation of new programs, projects, workflows, and procedures.
Serve as a liaison with internal departments and cross-functional teams to ensure seamless guest services support.
Track compliance with policies, guidelines, and documentation requirements.
Monitor inventory levels and address shortages or workflow bottlenecks.
Track and report operational metrics and observations to the Manager.
Serve as the shift lead for Guest Services Representatives and volunteers, providing guidance and real-time support.
Act in the absence of the Manager during assigned shifts, including rotating weekends and holidays, escalating issues to the Manager as appropriate.
Coordinate staffing coverage, schedules, breaks, and meal rotations.
Round regularly across all patient care lobbies, ensuring coverage, assisting with absences, and maintaining a welcoming presence.
Train, coach, and model best practices in guest service, professionalism, and policy adherence.
Address patient, family, and guest concerns promptly, engaging other departments when needed.
Support onboarding, training, and daily coordination of lobby volunteers.
Monitor compliance, documentation, inventory needs, and service trends; provide feedback and reports to the Manager.
Support and help lead the implementation of new programs, processes, and workflows.