Sky Lobby Navigator Lead

Shirley Ryan AbilityLab; United States; On-site; USD 27,000 - 46,000; Full time

Job summary

Shirley Ryan AbilityLab is seeking a Lead Sky Lobby Navigator to supervise the Sky Lobby Navigator team, greeting visitors, assisting with check-in and security, and directing guests to their destinations.

The role requires strong leadership, customer service excellence, and experience in hospitality or visitor management. You will ensure staff coverage, train team members, and uphold SRAlab's values of compassion and collaboration in a fast-paced environment.

Qualifications

• High School diploma or equivalent; Associates degree preferred.
• Minimum 5 years of experience in hospitality or customer service.
• Experience supervising others, including staff scheduling.
• Excellent verbal, non-verbal, and written communication.
• Outstanding customer service and interpersonal skills.
• Experience with guest/visitor management systems.
• Bilingual Arabic, Spanish or Polish preferred.
• Experience assisting individuals with disabilities.

Responsibilities

• Assign Navigators to stations and roles in the visitor check-in process and direct visitors to destinations.
• Lead teams to ensure execution of goals and projects.
• Supervise staffing and monitor productivity of assigned staff.
• Educate and train the Navigator team to answer questions and explain building amenities.
• Develop and update departmental policies and resources.
• Ensure non-clinical needs are met upon arrival.
• Perform other duties as assigned.

Skills

Leadership

Staff scheduling

Customer service

Communication

Multitasking

Disability awareness

Microsoft Office

Google Maps

Education

High school diploma

Associates degree

Tools

Microsoft Office

Guest management system

Google Maps

Job description

Shirley Ryan AbilityLab is the global leader in physical medicine and rehabilitation for adults and children with the most severe, complex conditions. By joining our team, you’ll be part of our life-changing mission and vision. You’ll contribute to an innovative, multifaceted culture that is second to none - one that embraces collaboration, excellence, discovery and compassion. You’ll play a role in something that’s never been done before as we integrate science and clinical care to help patients achieve better, faster outcomes - as we Advance Human Ability, together.

Job Description Summary

The Sky Lobby Navigator, Lead will supervise the activities of the Sky Lobby Navigator team as they carry out non-clinical patient/family services such as: greeting visitors entering the building, basic check-in and registration for security badging purposes, assistance to visitors around wayfinding, as well as other tasks associated with arrival and departure from SRALab.

The Sky Lobby Navigator, Lead will consistently demonstrate support of the Shirley Ryan AbilityLab statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute.

The Sky Lobby Navigator, Lead will demonstrate Shirley Ryan AbilityLab Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and Core Values (Hope, Compassion, Discovery, Collaboration, and Commitment to Excellence) while fulfilling job duties.

Job Description

• Manage the Sky Lobby Navigator team by assigning Navigators to stations and roles in the visitor check in process, greeting patients and visitors in the lobby, assisting with the security check in processes, and directing visitors to their destination.
• Lead teams and individuals to ensure execution of goals and projects.
• Supervise and monitors appropriate staffing/productivity of assigned staff.
• Educate and trains the Navigator team to answer visitor questions, explain the amenities of the building, and direct visitors to their destinations.
• Develop, review, and update departmental/operating group policies and procedural resources.
• Ensure patients and visitors have their non-clinical needs met upon arrival to the AbilityLab.
• Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.

Reporting Relationships

Reports directly to the Administrative Director.

Knowledge, Skills & Abilities Required

• High School diploma or equivalent required, Associates degree preferred.
• Minimum 5 years of experience working in the hospitality/customer service industry.
• Demonstrated knowledge of practice and proven ability to supervise others, including staff scheduling.
• Communicates effectively using verbal, non-verbal, and written communication to provide leadership to staff.
• Excellent Customer Service and interpersonal skills in order to represent SRAlab well to patients, family members and external parties.
• Experience working with guest/visitor management systems.
• Outstanding verbal and written communication skills.
• Bilingual Arabic, Spanish or Polish Language skills preferred.
• Experience and/or comfort level assisting individuals with disabilities, including wheelchair propulsion and vehicle transfers.
• Proven ability to multitask effectively in a fast-paced environment.
• Adherence to code of ethics and confidentiality.
• Experience collaborating with others to implement processes, supporting patients/guests, providing a smooth transition to their next destination in the building.
• Working knowledge of Microsoft Office.
• Working knowledge of Google Maps, Google Internet searches.

Working Conditions

Normal office environment with little or no exposure to dust or extreme temperature. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Pay and Benefits

• Pay Range: $19.52 - $33.46
• Benefits: Shirley Ryan AbilityLab offers a comprehensive benefits program that is competitive with our industry peers in our geographic locations: https://www.sralab.org/benefits
• Benefits and benefits’ eligibility can vary by position. Actual compensation will be determined by equity and qualifications of the role.

Equal Employment Opportunity Employer

Shirley Ryan AbilityLab is an Equal Employment Opportunity Employer. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, disability, sexual orientation, gender identity, genetic information, military status, order of protection status, unfavorable discharge from military service, or any other characteristics protected by law.

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Shirley Ryan AbilityLab is the global leader in physical medicine and rehabilitation for adults and children with the most severe, complex conditions. By joining our team, you’ll be part of our life-changing mission and vision. You’ll contribute to an innovative, multifaceted culture that is second to none - one that embraces collaboration, excellence, discovery and compassion. You’ll play a role in something that’s never been done before as we integrate science and clinical care to help patients achieve better, faster outcomes - as we Advance Human Ability, together.