System Manager of Guest and Info Desk Services

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:

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.

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Driving Required: