System Manager of Guest and Info Desk Services

Brown University Health; Providence (RI); On-site; USD 78,000 - 129,000; Full time

Job summary

Brown University Health seeks a Manager of Guest & Information Services to oversee information desk and front-of-house operations across locations. You will champion service excellence, staff engagement, and standardization to ensure a high-quality experience for patients, families, and visitors.

You will recruit, train, and coach staff, manage schedules, and drive process improvements while aligning with organizational standards and privacy requirements.

Qualifications

• Leads information desk teams and sets service standards.
• Ensures confidentiality and uses patient information systems.
• Trains staff on customer service best practices and policies.
• Manages staffing plans and shifts for multiple sites.
• Monitors performance and drives process improvements.

Responsibilities

• Oversees information desk operations and guest flow across sites.
• Ensures accurate wayfinding and visitor support.
• Monitors service quality and collaborates with system leadership for improvements.
• Acts as a resource to staff for operational issues in real time.
• Advances patient and visitor experience through service excellence.

Skills

Leadership

Customer service

Staff coaching

Conflict resolution

Analytical skills

Scheduling

Education

High school diploma

Healthcare admin training preferred

Tools

HR systems

Scheduling tools

Job description

SUMMARY

The Manager of Guest & Information Services is responsible for the overall operations, performance, and standardization of information desk and front of house support services across assigned sites. This role ensures a high-quality, consistent experience for patients, families, and visitors by overseeing customer service functions, lobby flow, and wayfinding support.

The Manager serves as a customer advocate and operational leader, driving service excellence, process consistency, and staff engagement while aligning with Brown University Health’s mission, values, and systemwide standards.

Key Responsibilities

Leadership & Supervision

• Recruits, hires, supervises, and evaluates information desk staff across one or more locations.


• Designs and delivers onboarding and ongoing training programs to ensure consistency in service delivery and adherence to policies.


• Ensures staff are trained in customer service best practices, confidentiality, and use of systems and tools.


• Provides coaching, performance feedback, and corrective action as needed, consistent with HR policies and applicable labor agreements.


• Develops staffing plans and schedules to ensure appropriate coverage across shifts and sites.


• Fosters a culture of accountability, collaboration, and service excellence.

• Oversees daily information desk operations, ensuring efficient flow of patients, families, and visitors.


• Ensures accurate wayfinding, visitor guidance, and support services across facilities.


• Monitors workflow, productivity, and service quality; partners with leadership across the system to implement improvements to optimize performance.


• Functions as a resource to staff to resolve operational and customer service issues in real time.

• Evaluates operational performance and uses data to identify opportunities for improvement.


• Leads or supports systemwide initiatives to enhance patient and visitor experience.

• Serves as a primary advocate for patients, families, and visitors, addressing concerns and resolving issues in a timely and professional manner.


• Promotes a welcoming, respectful, and service-oriented environment aligned with organizational values.

• Oversees administrative functions of the cost center, including payroll, attendance tracking, and productivity reporting.


• Maintains operational records and ensures compliance with organizational policies and procedures.


• Ensures equipment and systems are maintained and functioning properly.

Minimum Qualifications

Education

• High school diploma or equivalent required.


• Postsecondary education in business, healthcare administration, or related field preferred.

Experience

• 1-2 years of supervisory or leadership experience preferred.


• Experience in healthcare, hospitality, or high-volume customer service environment preferred.

Knowledge, Skills, and Abilities

• Strong leadership, communication, and interpersonal skills.


• Ability to manage multiple sites, priorities, and workflows.


• Proficiency in customer service, conflict resolution, and staff coaching.


• Analytical skills to evaluate operations and implement improvements.


• Working knowledge of office systems, scheduling tools, and standard administrative practices.

Work Environment

• Primarily based in a hospital or healthcare facility environment.


• Requires frequent movement between locations to support staff and operations.


• Involves interaction with patients, families, visitors, and staff in high-traffic areas.

Scope of Responsibility

• May oversee multiple information desks and teams across one or more facilities.


• Direct supervision of a team of frontline staff.

Organizational Expectations

All employees are expected to:

• Demonstrate Brown University Health’s values of Compassion, Accountability, Respect, and Excellence.


• Model core success factors including collaboration, trust, inclusivity, and patient/community focus.


• Leaders are additionally expected to:
  
  
  • Build effective teams
  
  
  • Drive vision and purpose
  
  
  • Ensure accountability
  
  
  • Optimize work processes
  
  
  
  

Pay Range

$78,416.00-$129,355.20

EEO Statement

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location

Rhode Island Hospital - 593 Eddy Street Providence, Rhode Island 02903

Work Type

M-F 8:00am- 5:00pm

Work Shift

Day

Daily Hours

8 hours

Driving Required

Yes