Guest Experience Operations Manager (Info Desk)

Rhode Island Hospital; Rhode Island; On-site; USD 78,000 - 129,000; Full time

Job summary

Rhode Island Hospital is seeking a Manager of Guest & Information Services to oversee information desk operations across locations, ensuring a high-quality, consistent experience for patients, families, and visitors. The role leads recruitment, onboarding, training, and performance coaching to align with Brown University Health's standards.

Responsibilities include staffing, workflow optimization, and driving systemwide initiatives to enhance patient and visitor experience, while maintaining

Qualifications

• High school diploma or equivalent required.
• Postsecondary education in business, healthcare administration, or related field preferred.

Responsibilities

• Recruits, hires, supervises, and evaluates information desk staff across one or more locations.
• Designs onboarding and ongoing training to ensure consistency in service delivery.
• Ensures staff are trained in customer service best practices, confidentiality, and use of systems and tools.
• Provides coaching, performance feedback, and corrective action per HR policies.

Skills

Leadership

Customer service

Staff coaching

Conflict resolution

Analytical skills

Scheduling & planning

Education

High school diploma or equivalent

Postsecondary education in business/healthcare administration

Tools

Office systems

Scheduling tools

Job description

Rhode Island Hospital is seeking a Manager of Guest & Information Services to oversee information desk operations across locations, ensuring a high-quality, consistent experience for patients, families, and visitors. The role leads recruitment, onboarding, training, and performance coaching to align with Brown University Health's standards.

Responsibilities include staffing, workflow optimization, and driving systemwide initiatives to enhance patient and visitor experience, while maintaining