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