Guest Services Shift Lead — Patient Experience Advocate

St. Jude Children's Research Hospital, Inc.; United States; On-site; USD 29,000 - 49,000; Full time

Job summary

St. Jude Children's Research Hospital, Inc. is seeking a Guest Services Lead Representative to oversee daily operations in patient care lobbies, ensuring a warm, welcoming, high-quality experience for patients, families, guests, and staff.

This full-time role primarily runs Monday–Friday 8:30 am – 5:00 pm with rotating weekends and holidays. The Lead is expected to model service excellence, mentor staff, help with scheduling, and coordinate with Concierge Services, volunteers, and internal

Qualifications

• High school diploma or equivalent required.
• Associate degree preferred in Hospitality or related field.
• 2+ years in a service-oriented environment.
• Prior shift lead or supervisory experience desirable.
• Experience training, coaching or mentoring staff.
• Experience collaborating with cross-functional teams.

Responsibilities

• Lead Guest Services shift and provide operational support.
• Coach and mentor staff to deliver exceptional service.
• Coordinate scheduling and coverage for desks.
• Address patient, family, or guest concerns and escalate appropriately.
• Monitor compliance and report trends to Manager.
• Assist with lobby volunteer activities.

Skills

Leadership

Customer service

Coaching

Staff training

Collaboration

Education

High school diploma or equivalent

Associate degree in Hospitality or related field

Job description

St. Jude Children's Research Hospital, Inc. is seeking a Guest Services Lead Representative to oversee daily operations in patient care lobbies, ensuring a warm, welcoming, high-quality experience for patients, families, guests, and staff.

This full-time role primarily runs Monday–Friday 8:30 am – 5:00 pm with rotating weekends and holidays. The Lead is expected to model service excellence, mentor staff, help with scheduling, and coordinate with Concierge Services, volunteers, and internal