Manager - Guest Services

St. Jude Children's Research Hospital•Memphis, TN

38d•Onsite

About The Position

The Guest Services Manager leads the delivery of exceptional patient and family experiences across all patient-facing lobby environments. As part of the FGVS leadership team, this role combines operational oversight, strategic planning, and people leadership to ensure welcoming, efficient, and high-quality service at every point of entry. This leader is responsible for managing daily operations, staffing, and service standards, and for driving continuous improvement through data, feedback, and cross-functional collaboration. The role includes oversight of budgets and key performance metrics, as well as developing policies, training programs, and standard practices to support service excellence. The Manager recruits, trains, and mentors team members, fostering a positive culture that supports engagement, accountability, and retention. Strong collaboration with internal partners, including security, environmental services, concierge, and volunteer services, is essential to ensure seamless support and responsiveness to patient and family needs. This position requires a strategic, hands-on leader who can balance day-to-day operations with long-term program growth, using critical thinking and problem-solving to enhance service delivery and uphold the organization’s commitment to world-class care. Lead with vision, elevate experiences, and inspire excellence. At St. Jude, every patient and family deserves an exceptional experience, and it starts at our front doors. As Guest Services Manager, you’ll lead a dynamic team dedicated to creating warm, welcoming environments that set the tone for hope and healing. This is your opportunity to combine leadership, strategy, and compassion to shape the future of guest services at one of the world’s most respected institutions. You won’t just manage operations, you’ll inspire excellence, drive innovation, and create meaningful connections. From setting program goals to mentoring staff, you’ll ensure every interaction reflects St. Jude’s commitment to world-class care.

Requirements

Bachelor's degree with 5+ years of relevant experience in comparable areas (e.g., hospitality management, healthcare and hospital setting, hotel management, restaurant management, retail, physician office, nonprofit business operations).
Prior experience in customer relations and management of day-to-day business operations.
Strategic thinker, excellent communicator, collaborator, problem solver, and team motivator.

Nice To Haves

Demonstrated success managing front-line teams/ resources/ timelines preferred.
Experience in defining and driving policies and processes within the area is preferred.
Extensive experience leading guest services or similar operations end-to-end, including resource planning and management, and communication and collaboration with internal cross-functional teams and external partners preferred.
Experience in leading and mentoring teams.
Proven management performance in an earlier role.

Responsibilities

Oversee guest services across all patient care lobbies, ensuring exceptional experiences and operational efficiency.
Contribute to strategic planning, define SOPs, and implement new initiatives that elevate patient and family satisfaction.
Monitor key metrics, analyze trends, and collaborate with cross-functional teams to continuously improve service delivery.
Prepare and optimize budgets and ensure compliance with institutional standards.
Recruit, train, and develop staff; foster a culture of engagement, morale, and retention.
Partner with security, environmental services, concierge, and volunteer program management teams to deliver seamless support.
Use analytics and dashboards to track satisfaction and identify opportunities for improvement.