Manager - Guest Services

The Guest Services Manager leads the delivery of exceptional patient and family experiences across all patient-facing lobby environments. As part of the FGVS leadership team, this role combines operational oversight, strategic planning, and people leadership to ensure welcoming, efficient, and high-quality service at every point of entry.

This leader is responsible for managing daily operations, staffing, and service standards, and for driving continuous improvement through data, feedback, and cross-functional collaboration. The role includes oversight of budgets and key performance metrics, as well as developing policies, training programs, and standard practices to support service excellence.

The Manager recruits, trains, and mentors team members, fostering a positive culture that supports engagement, accountability, and retention. Strong collaboration with internal partners, including security, environmental services, concierge, and volunteer services, is essential to ensure seamless support and responsiveness to patient and family needs.

This position requires a strategic, hands-on leader who can balance day-to-day operations with long-term program growth, using critical thinking and problem-solving to enhance service delivery and uphold the organization’s commitment to world-class care.

Lead with vision, elevate experiences, and inspire excellence.

At St. Jude, every patient and family deserves an exceptional experience, and it starts at our front doors. As Guest Services Manager, you’ll lead a dynamic team dedicated to creating warm, welcoming environments that set the tone for hope and healing. This is your opportunity to combine leadership, strategy, and compassion to shape the future of guest services at one of the world’s most respected institutions.

You won’t just manage operations, you’ll inspire excellence, drive innovation, and create meaningful connections. From setting program goals to mentoring staff, you’ll ensure every interaction reflects St. Jude’s commitment to world-class care.

What You’ll Do

• Lead & Strategize: Oversee guest services across all patient care lobbies, ensuring exceptional experiences and operational efficiency.

• Shape the Program: Contribute to strategic planning, define SOPs, and implement new initiatives that elevate patient and family satisfaction.

• Drive Performance: Monitor key metrics, analyze trends, and collaborate with cross-functional teams to continuously improve service delivery.

• Manage Resources: Prepare and optimize budgets and ensure compliance with institutional standards.

• Build & Mentor Teams: Recruit, train, and develop staff; foster a culture of engagement, morale, and retention.

• Collaborate Broadly: Partner with security, environmental services, concierge, and volunteer program management teams to deliver seamless support.

• Innovate with Data: Use analytics and dashboards to track satisfaction and identify opportunities for improvement.

Qualifications

•  Minimum Requirement: Bachelor's degree with 5+ years of relevant experience in comparable areas (e.g., hospitality management, healthcare and hospital setting, hotel management, restaurant management, retail, physician office, nonprofit business operations).

• Prior experience in customer relations and management of day-to-day business operations.

• Demonstrated success managing front-line teams/ resources/ timelines preferred.

• Experience in defining and driving policies and processes within the area is preferred.

• Extensive experience leading guest services or similar operations end-to-end, including resource planning and management, and communication and collaboration with internal cross-functional teams and external partners preferred.

• Experience in leading and mentoring teams.

• Proven management performance in an earlier role.

• Skills: Strategic thinker, excellent communicator, collaborator, problem solver, and team motivator.

Physical Demands and Working Conditions:

• The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to stand, walk, sit, kneel, use hands to finger, handle, or feel, and talk or hear.

• The employee must occasionally lift and/or move up to 25 pounds.

• Specific vision abilities required by this job include close vision, depth perception, and the ability to adjust focus.

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually quiet.

• An essential function of the job is to comply with all applicable federal, state, and local safety and health regulations.

• The employee must move about the workspace to access the work surface and shelves, cabinets, drawers, and equipment located at, below, or above the work surface.

• Nothing in this job description limits management’s right to assign or reassign duties and responsibilities to this job at any time as business needs dictate.

• This job description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.

• The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job.

Compensation

In recognition of certain U.S. state and municipal pay transparency laws, St. Jude is including a reasonable estimate of the compensation range for this role. This is an estimate offered in good faith and a specific salary offer takes into account factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the salary range and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current salary range is $86,320 - $154,960 per year for the role of Manager - Guest Services.

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No Search Firms

St. Jude Children's Research Hospital does not accept unsolicited assistance from search firms for employment opportunities. Please do not call or email. All resumes submitted by search firms to any employee or other representative at St. Jude via email, the internet or in any form and/or method without a valid written search agreement in place and approved by HR will result in no fee being paid in the event the candidate is hired by St. Jude.