Guest Services Supervisor

Baylor Scott & White Health; Town of Texas, McKinney (WI, TX); On-site; USD 50,000 - 65,000; Full time

Job summary

Baylor Scott & White Health is looking for a Supervisor of Guest Services to lead teams ensuring exceptional patient and visitor experiences. The role involves overseeing operations, managing staff, and improving processes to create a welcoming environment.

Benefits

Dollar-for-dollar 401(k) match, up to 5%

Debt-free tuition assistance

Immediate access to time off benefits

Qualifications

• 2 years of experience required.
• Hospitality experience strongly preferred.

Responsibilities

• Supervise daily activities of guest services.
• Serve as escalation point for complex issues.
• Provide feedback on department costs.

Skills

Customer service

Communication

Interpersonal skills

Education

H.S. Diploma/GED Equivalent

Tools

Microsoft Office

Job description

Baylor Scott & White Health – McKinney is seeking a Supervisor of Guest Services to lead frontline teams focused on delivering exceptional patient and visitor experiences. In this role, you’ll oversee daily operations for guest services, including reception, wayfinding, and concierge support. You’ll serve as a key point of contact for service recovery, staff coordination, and process improvement initiatives. If you’re a strong communicator with leadership experience in hospitality or healthcare, this is your chance to create a welcoming, patient-centered environment that reflects our commitment to excellence.

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Eligibility on day 1 for all benefits
• Dollar-for-dollar 401(k) match, up to 5%
• Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more
• Immediate access to time off benefits

At Baylor Scott & White Health, your well-being is our top priority.

Note: Benefits may vary based on position type and/or level

Job Summary

Supervises the daily operations and employees of the department. Guides, provides support, and acts as a positive role model. Creates an atmosphere of open communication throughout the department.

Essential Functions of the Role

• Supervise the daily activities of guest services to ensure courteous, timely response to all needs and requests.
• Provide supervision to employees and handles all HR functions for direct reports.
• Follow established departmental policies and procedures for the location and makes recommendations for process improvement when needed.
• Serve as an escalation point for complex issues, complaints, or questions from staff, guests, or patients.
• Oversees department orientation and training to assure the skill level and knowledge of all staff assigned.
• Runs and participates in the training of new hires, audits, and performs annual aptitude reviews.
• Provide feedback on department costs like payroll, equipment maintenance, and replacement equipment. This will help with budget compliance.
• Assist with the preventative maintenance of equipment and ensure that immediate action for equipment malfunction is taken when needed.
• Answer and ensure staff can answer questions from patients, guests, and vendors. Direct inquiries to the appropriate channels professionally.
• Personally greets and ensures staff greets patients and all visitors professionally and by identifying themselves.
• Ensures staff members provide excellent service to all guests and customers.
• Adhere to the methods of security and safety and complies with all local, state and federal regulatory requirements.
• May be responsible for assisting with the interviewing, acceptance and orientation of volunteers.
• May provide gift shop support which can include answering questions and providing coverage in the event of absences.
• May be responsible for contacting outside facilities for pastoral care should the pastoral care volunteer not be available.
• Performs other position appropriate duties as required in a competent, professional and courteous manner.

Key Success Factors

• Customer service experience required.
• Supervisory or management experience preferred.
• Knowledge of and experience using various computerized and/or radio-based communication systems for assignment and dispatch.
• Proficiency with computers in the Microsoft Office suite of software desired.
• Excellent communication and interpersonal skills.
• Ability to de-escalate complicated and intense situations.

Belonging Statement

We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

QUALIFICATIONS

• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - 2 Years of Experience
• Hospitality Experience Strongly Preferred