Guest Services Lead Representative

Job Overview

An exciting opportunity is available to join the exceptional Guest Services team at St. Jude as a Guest Services Lead Representative. This role supports day-to-day operations in our patient care lobbies by ensuring a warm, welcoming, high-quality experience for patients, families, guests, and staff.

The Guest Services program is dedicated to delivering patient experience excellence through compassionate, professional, and responsive service at our entry points. The Lead Representative plays a key role in setting the tone, modeling service excellence, and supporting staff to achieve this vision.

This is a full-time position primarily working Monday–Friday, 8:30 am – 5:00 p.m., with rotating weekends and holidays. When scheduled to work a weekend or holiday, weekday time off will be adjusted accordingly.

Key Responsibilities 

• Provide shift-level leadership and operational support for Guest Services teams. 

• Act as operational lead during assigned shifts, escalating issues to the Manager when appropriate. 

• Coach, mentor, and model exceptional service behaviors for Guest Services staff. 

• Support scheduling and staffing coverage, including coordinating meals, breaks, and coverage for absences. 

• Round regularly across all desks, provide coverage as needed, and ensure consistent lobby presence. 

• Assist with training, scheduling, and coordinating activities for lobby volunteers. 

• Address and resolve patient, family, or guest concerns; escalate complex or critical issues to the Manager as needed. 

• Monitor customer inquiries and feedback, identifying trends and supporting staff coaching opportunities. 

• Support implementation of new programs, projects, workflows, and procedures. 

• Serve as a liaison with internal departments and cross-functional teams to ensure seamless guest services support. 

• Track compliance with policies, guidelines, and documentation requirements. 

• Monitor inventory levels and address shortages or workflow bottlenecks. 

• Track and report operational metrics and observations to the Manager. 

Minimum Education: 

• High school diploma or equivalent required 

• Associate degree in Hotel, Hospitality, Liberal Arts, Business, Nonprofit Management, or related field preferred 

Experience: 

• Minimum of 2 years in a service-oriented, customer-focused environment (e.g., healthcare, hospitality, hotel, restaurant, front desk operations, or non-profit). 

• Prior shift lead or supervisory experience in a customer-focused setting preferred. 

• Experience training, coaching, or mentoring team members. 

• Experience collaborating with cross-functional teams. 

• Demonstrated strong performance in prior roles. 

Physical Demands and Working Conditions: 

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

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

• 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 frequently lift and/or move up to 25 pounds 

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

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

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

• An essential function of the job is to be able to comply with all applicable federal, state and local safety and health regulations that would apply to this job 

• 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 

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Why You’ll Love This Role 

• Lead With Impact: Serve as the operational lead during your shift, supporting the Manager and guiding the Guest Services team by example. 

• Shape the Guest Experience: Be a key resource for patients and families—answering questions, resolving concerns, and ensuring a calm, welcoming environment. 

• Keep Operations Running Smoothly: Coordinate schedules, coverage, breaks, and lobby staffing to ensure consistent support throughout the day. 

• Collaborate Across Teams: Partner with Concierge Services, volunteers, and internal departments to deliver seamless, personalized guest support. 

What You’ll Do 

• Serve as the shift lead for Guest Services Representatives and volunteers, providing guidance and real-time support. 

• Act in the absence of the Manager during assigned shifts, including rotating weekends and holidays, escalating issues to the Manager as appropriate. 

• Coordinate staffing coverage, schedules, breaks, and meal rotations. 

• Round regularly across all patient care lobbies, ensuring coverage, assisting with absences, and maintaining a welcoming presence. 

• Train, coach, and model best practices in guest service, professionalism, and policy adherence. 

• Address patient, family, and guest concerns promptly, engaging other departments when needed. 

• Support onboarding, training, and daily coordination of lobby volunteers. 

• Monitor compliance, documentation, inventory needs, and service trends; provide feedback and reports to the Manager. 

• Support and help lead the implementation of new programs, processes, and workflows. 

Note: This role supports the Manager and may act in their absence during a shift; however, it does not include responsibility for hiring, termination, or formal performance evaluations. 

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 $21.00 - $35.50 per hour for the role of Lead-Guest Services.

Explore our exceptional benefits!

We are committed to a human-centered hiring experience. Technology may support portions of our process, but recruiting decisions involve human review and engagement. Learn more about our approach to AI.

St. Jude is an Equal Opportunity Employer

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.