Guest Concierge Lead - Front of House Excellence

The Wright Center for Women's Health; 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

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