Guest Experience Manager - Front Desk & Info Services

Brown University Health; Providence (RI); On-site; USD 78,000 - 129,000; Full time

Job summary

Brown University Health seeks a Manager of Guest & Information Services to oversee information desk and front-of-house operations across locations. You will champion service excellence, staff engagement, and standardization to ensure a high-quality experience for patients, families, and visitors.

You will recruit, train, and coach staff, manage schedules, and drive process improvements while aligning with organizational standards and privacy requirements.

Qualifications

• Leads information desk teams and sets service standards.
• Ensures confidentiality and uses patient information systems.
• Trains staff on customer service best practices and policies.
• Manages staffing plans and shifts for multiple sites.
• Monitors performance and drives process improvements.

Responsibilities

• Oversees information desk operations and guest flow across sites.
• Ensures accurate wayfinding and visitor support.
• Monitors service quality and collaborates with system leadership for improvements.
• Acts as a resource to staff for operational issues in real time.
• Advances patient and visitor experience through service excellence.

Skills

Leadership

Customer service

Staff coaching

Conflict resolution

Analytical skills

Scheduling

Education

High school diploma

Healthcare admin training preferred

Tools

HR systems

Scheduling tools

Job description

Brown University Health seeks a Manager of Guest & Information Services to oversee information desk and front-of-house operations across locations. You will champion service excellence, staff engagement, and standardization to ensure a high-quality experience for patients, families, and visitors.

You will recruit, train, and coach staff, manage schedules, and drive process improvements while aligning with organizational standards and privacy requirements.