Guest Concierge Lead

ViziRecruiter,LLC.; Naperville (IL); On-site; USD 42,000 - 56,000; Full time

Job summary

The Wright Center for Women's Health in Naperville, IL, seeks a proactive Guest Concierge who will start with hands-on front desk duties and progress to Lead, guiding the FOH team and refining SOPs. You will ensure seamless guest experiences, manage scheduling, and uphold our high service standards.

Ideal candidates bring healthcare or hospitality guest-services experience, strong leadership, and excellent communication to deliver world-class concierge service while using EMR systems and phone

Qualifications

• Experience leading or supervising in a healthcare, hospitality, or concierge-style service environment.
• Experience in front desk or guest services; medical office preferred.
• Strong leadership, coaching, and team development abilities.
• Excellent communication and interpersonal skills with guest-centered service.
• Highly organized, detail-oriented, and able to manage multiple priorities.
• Comfort with technology and computer applications, including EMRs and phone systems.
• Ability to analyze operational data and provide actionable insights.
• Experience in a healthcare or medical practice environment is strongly preferred.

Responsibilities

• Deliver world-class concierge-style service to all guests.
• Manage check-ins, scheduling, and front desk operations with attention to detail.
• Answer phones, assist guests, and ensure smooth daily operations.
• Model professionalism and compassion in every guest interaction.
• Maintain a clean, welcoming, and efficient front desk environment.
• Participate in weekly Level 10 meetings as part of our EOS structure.
• Lead the FOH Guest Concierge team, serving as the primary point of guidance and mentorship.
• Train and develop staff to uphold practice standards and guest service excellence.
• Ensure adherence to FOH SOPs and continuously improve them for efficiency and guest satisfaction.
• Maintain and oversee FOH staff schedule, ensuring proper coverage during all operating hours.
• Monitor daily FOH workflow and adjust as needed to ensure smooth operations and exceptional guest experience.
• Serve as the FOH subject matter expert and role model in delivering world-class concierge-style guest service.
• Collect, track, and analyze FOH operational data.
• Provide insights to drive continuous improvement initiatives.
• Partner with the Director of FOH Operations to align day-to-day activities with strategic goals.

Skills

Lead/supervisory role

Front desk/guest services

Leadership

Communication

Organization

Technology/EMR systems

Data analysis

Healthcare/medical environment

Tools

EMR systems

Phone systems

Job description

Introduction

The Wright Center for Women's Health is a leading healthcare concierge practice dedicated to delivering exceptional services with a culture focused on Growth, Attention to Detail, Exceeding Expectations, Entrepreneurial Spirit, and Compassion. Our practice provides a structured framework for our team to excel. If you align with these values and are passionate about women’s healthcare, we invite you to apply for the Guest Concierge Lead position.

Overview

We are seeking a proactive, detail-oriented, and people-focused individual to join our team as a Guest Concierge with the clear trajectory of advancing into the Guest Concierge Lead role. This role begins with hands-on experience as a Guest Concierge to fully learn our systems, culture, and guest experience philosophy from the ground up. Once mastered, you will step into the Guest Concierge Lead position, positioned directly under the Director of Front of House Operations, with a focus on ensuring that daily guest experiences and front desk operations are seamless, consistent, and delivered at the highest standard.

As the Guest Concierge Lead, you will be both a mentor and subject matter expert for the FOH team. Along with Scheduling and reception duties, you will manage scheduling, maintain and refine FOH SOPs, oversee FOH data and reporting, and ensure all front desk processes support our mission of exceeding guest expectations.

Responsibilities

Responsibilities (Phase 1: Guest Concierge)

• Deliver world-class concierge-style service to all guests.
• Manage check-ins, scheduling, and front desk operations with attention to detail.
• Answer phones, assist guests, and ensure smooth daily operations.
• Model professionalism and compassion in every guest interaction.
• Maintain a clean, welcoming, and efficient front desk environment.
• Participate in weekly Level 10 meetings as part of our EOS structure.

Responsibilities (Phase 2: Guest Concierge Lead)

• Continue to perform core Guest Concierge responsibilities (scheduling, reception, phone coverage, guest check-in/out, and other daily FOH duties) to model excellence and support the team.
• Lead the FOH Guest Concierge team, serving as the primary point of guidance and mentorship.
• Train and develop staff to consistently uphold practice standards and guest service excellence.
• Ensure adherence to FOH Standard Operating Procedures (SOPs) and continuously improve them for efficiency and guest satisfaction.
• Maintain and oversee FOH staff schedule, ensuring proper coverage during all operating hours.
• Monitor daily FOH workflow and adjust as needed to ensure smooth operations and exceptional guest experience.
• Serve as the FOH subject matter expert and role model in delivering world-class concierge-style guest service.
• Collect, track, and analyze FOH operational data
• Provide insights to the Director of FOH Operations to drive continuous improvement initiatives.
• Partner closely with the Director of FOH Operations to align day-to-day activities with strategic goals.

Requirements

Skills/Qualifications:

• Previous experience in a lead or supervisory role within healthcare, hospitality, or a concierge-style service environment.
• Front desk or guest services experience (medical office preferred)
• Strong leadership, coaching, and team development abilities.
• Excellent communication and interpersonal skills with a focus on guest-centered service.
• Highly organized, detail-oriented, and able to manage multiple priorities.
• Comfort with technology and computer applications, including EMRs and phone systems.
• Ability to analyze operational data and provide actionable insights.
• Experience in a healthcare or medical practice environment is strongly preferred.