Job Overview
Employment Type
Full-time
Compensation
Salary
Range $86,320.00 - $154,960.00
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Professional Development
Employee assistance program
Life insurance
Job Description
St. Jude Children’s Research Hospital, located in Memphis, TN, is a world-renowned pediatric treatment and research facility focused on catastrophic diseases in children, primarily cancer. Recognized for its groundbreaking research and commitment to patient care, St. Jude offers an exceptional work environment dedicated to hope, healing, and innovation. Dedicated to eliminating childhood diseases, St. Jude provides families with comprehensive support and an environment that is nurturing and welcoming from the moment they arrive.
The hospital's Family Guest and Volunteer Services department plays a critical role in ensuring patients and their families experience comfort, clarity, and exceptional service throughout their visit. The Guest Services Manager position within this team is a full-time role that operates primarily during weekday day shifts, encompassing a 40-hour workweek. This position is integral to maintaining St. Jude’s standard of excellence, focusing on operational leadership and strategic oversight of patient-facing lobby environments.
As the Guest Services Manager, you will lead efforts to create and maintain welcoming, efficient, and high-quality guest services for patients, families, and visitors. This role requires a dynamic leader who combines compassion with strategic foresight to foster an atmosphere of trust and care. You will be responsible for managing day-to-day operations, including staffing, development, and enforcement of service standards across all patient care lobbies. The position emphasizes continuous improvement by leveraging data analytics, feedback, and collaboration with cross-functional teams such as security, environmental services, concierge, and volunteer programs.
One of the core responsibilities of this leadership role is budget oversight ensuring resources are optimally allocated to support operations without compromising service excellence. Additionally, you will develop and implement policies, training programs, and standard operating procedures that enhance the guest experience and ensure compliance with institutional standards. Building, mentoring, and retaining a highly engaged team are key components of the role, as fostering a positive, accountable culture contributes directly to improved patient satisfaction.
This position requires a strategic thinker with exceptional communication skills who can balance operational demands with long-term goals for program growth and innovation. You will be integral in shaping the future of guest services through ongoing performance monitoring, application of best practices, and by pioneering new initiatives that elevate the overall patient and family experience. Compensation for this role ranges from $86,320 to $154,960 annually, reflective of experience and qualifications.
If you aspire to lead with vision, inspire excellence, and elevate experiences at a globally respected organization committed to world-class pediatric care, this role at St. Jude Children's Research Hospital offers an unparalleled opportunity to make a meaningful impact on the lives of children and their families through exceptional guest service management.
The hospital's Family Guest and Volunteer Services department plays a critical role in ensuring patients and their families experience comfort, clarity, and exceptional service throughout their visit. The Guest Services Manager position within this team is a full-time role that operates primarily during weekday day shifts, encompassing a 40-hour workweek. This position is integral to maintaining St. Jude’s standard of excellence, focusing on operational leadership and strategic oversight of patient-facing lobby environments.
As the Guest Services Manager, you will lead efforts to create and maintain welcoming, efficient, and high-quality guest services for patients, families, and visitors. This role requires a dynamic leader who combines compassion with strategic foresight to foster an atmosphere of trust and care. You will be responsible for managing day-to-day operations, including staffing, development, and enforcement of service standards across all patient care lobbies. The position emphasizes continuous improvement by leveraging data analytics, feedback, and collaboration with cross-functional teams such as security, environmental services, concierge, and volunteer programs.
One of the core responsibilities of this leadership role is budget oversight ensuring resources are optimally allocated to support operations without compromising service excellence. Additionally, you will develop and implement policies, training programs, and standard operating procedures that enhance the guest experience and ensure compliance with institutional standards. Building, mentoring, and retaining a highly engaged team are key components of the role, as fostering a positive, accountable culture contributes directly to improved patient satisfaction.
This position requires a strategic thinker with exceptional communication skills who can balance operational demands with long-term goals for program growth and innovation. You will be integral in shaping the future of guest services through ongoing performance monitoring, application of best practices, and by pioneering new initiatives that elevate the overall patient and family experience. Compensation for this role ranges from $86,320 to $154,960 annually, reflective of experience and qualifications.
If you aspire to lead with vision, inspire excellence, and elevate experiences at a globally respected organization committed to world-class pediatric care, this role at St. Jude Children's Research Hospital offers an unparalleled opportunity to make a meaningful impact on the lives of children and their families through exceptional guest service management.
Job Requirements
- Bachelor's degree
- 5 or more years of relevant experience in comparable areas such as hospitality management healthcare hospital setting hotel management restaurant management retail physician office nonprofit business operations
- Prior experience in customer relations and day-to-day business operations management
- Demonstrated success managing front-line teams resources and timelines preferred
- Experience defining and driving policies and processes preferred
- Extensive experience leading guest services or similar operations end-to-end including resource planning management and collaboration with cross-functional internal teams and external partners preferred
- Experience leading and mentoring teams
- Proven management performance in earlier role
- Strategic thinker
- Excellent communicator
- Strong collaborator
- Problem solver
- Team motivator
Job Qualifications
- Bachelor's degree
- 5 or more years of relevant experience in hospitality management healthcare hospital setting hotel management restaurant management retail physician office or nonprofit business operations
- Prior experience in customer relations and business operations management
- Demonstrated success managing front-line teams resources and timelines
- Experience in defining and driving policies and processes
- Extensive experience leading guest services or similar operations end-to-end including resource planning management and communication with internal and external partners
- Experience in leading and mentoring teams
- Proven management performance in previous roles
- Strategic thinker
- Excellent communicator
- Strong collaborator
- Problem solver
- Team motivator
Job Duties
- Lead and strategize guest services across patient care lobbies ensuring exceptional experiences and operational efficiency
- Shape the guest services program by contributing to strategic planning defining SOPs and implementing new initiatives
- Drive performance by monitoring key metrics analyzing trends and collaborating with teams to improve service delivery
- Manage resources including budget preparation optimization and compliance with standards
- Build and mentor teams by recruiting training and developing staff fostering engagement morale and retention
- Collaborate with security environmental services concierge and volunteer management to deliver seamless support
- Innovate with data by using analytics and dashboards to track satisfaction and identify opportunities for improvement
Job Criteria
Experience
No experience required
Job Location
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