Supervisor, Guest Relations - Mineola

NYU Langone Health • Mineola, NY

3d • Onsite

About The Position

In this role, the successful candidate The Guest Relations & Lobby Operations Supervisor is responsible for overseeing daily operations within the lobby and adjacent public areas to ensure an exceptional experience for all patients, visitors, and guests. This role serves as the operational lead for managing lobby flow, appearance, and service quality, proactively identifying and resolving issues to maintain a fast, efficient, and welcoming environment. The Supervisor exercises independent judgment in modifying workflows, interpreting policies, and implementing service standards to support operational excellence. The role collaborates closely with security, concierge, patient relations, parking, and clinical teams to ensure seamless access, navigation, and service delivery.

Requirements

• Bachelor's Degree
• minimum of 2-4 years of experience in healthcare, hospitality, or related operational environment
• Prior supervisory or team leadership experience required
• Qualified candidates must be able to effectively communicate with all levels of the organization.

Responsibilities

• Provide day-to-day oversight and coordination of lobby operations, ensuring a positive and efficient experience for all patients and visitors.
• Develop staffing models and adjust coverage based on volume trends and operational needs.
• Participate in hiring, promotion, and termination recommendations.
• Develop and implement lobby operations protocols and service standards aligned with institutional objectives.
• Analyze lobby traffic data and identify process improvement opportunities to enhance patient throughput and experience.
• Assist with Kiosk check-in support, maintenance and metrics.
• Exercise independent judgment in modifying workflows and routing strategies to optimize operational efficiency.
• Serve as the operational authority for lobby management decisions during peak periods or critical incidents.
• Lead cross-functional process improvement initiatives impacting access, navigation, and service delivery.
• Interpret and apply hospital policies in real time to ensure compliance and operational continuity.
• Serve as primary escalation point for complex issues and ensure timely resolution.
• Perform other duties as assigned.
• Consistently models & promotes a culture of empathy, professionalism & exceptional service.
• Anticipates needs and challenges proactively, taking prompt action to prevent escalations.
• De-escalation using empathy and conflict resolution management

Benefits

• NYU Langone Hospital—Long Island provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.
• At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees