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:
$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