Guest Services Shift Lead — Patient Experience

St. Jude Children's Research Hospital; Lauderdale Courts (TN); On-site; USD 29,000 - 48,000; Full time

Benefits offered by this job

Benefits

Job summary

St. Jude Children's Research Hospital in Tennessee is seeking a Lead-Guest Services Representative to guide the Guest Services team in patient care lobbies, ensuring a warm, welcoming environment for patients, families, guests, and staff.

This full-time role offers weekday hours 8:30 a.m. to 5:00 p.m., with rotating weekends and holidays. The Lead Representative will model service excellence, support scheduling, training, and cross-functional collaboration across departments.

Qualifications

• Minimum of 2 years in a service-oriented environment (healthcare, hospitality, hospitality services, or similar).
• Prior shift lead or supervisory experience in a customer-focused setting preferred.

Responsibilities

• Provide shift-level leadership and operational support for Guest Services teams.
• Act as operational lead during assigned shifts and escalate issues to the Manager as needed.
• Coach, mentor, and model exceptional service behaviors for staff.
• Support scheduling and staffing coverage, including meals and breaks.
• Round across desks to ensure welcoming presence and coverage.
• Assist with training and coordination of lobby volunteers.
• Address concerns and escalate complex issues when needed.
• Monitor inquiries, identify trends, and support coaching opportunities.
• Support implementation of new programs and workflows.
• Collaborate with internal departments to ensure seamless guest services.

Skills

Customer service

Leadership

Training & mentoring

Education

High school diploma or equivalent

Associate degree preferred

Job description

St. Jude Children's Research Hospital in Tennessee is seeking a Lead-Guest Services Representative to guide the Guest Services team in patient care lobbies, ensuring a warm, welcoming environment for patients, families, guests, and staff.

This full-time role offers weekday hours 8:30 a.m. to 5:00 p.m., with rotating weekends and holidays. The Lead Representative will model service excellence, support scheduling, training, and cross-functional collaboration across departments.