layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Lead-Guest Services at St. Jude | LAYIQ

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; 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.

Lead-Guest Services

Employer job description

Key Responsibilities

What You’ll Do

Compensation

Equal opportunity and accommodations

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