Guest Service Representative

Join our Guest Services team and help create a warm, welcoming experience for our patients and their families. As a Guest Services Representative, you play a vital role in patient and family housing by serving as a knowledgeable and supportive resource for all guests.
In this position, you will provide courteous, professional, and efficient service while performing duties such as answering phone calls, greeting and assisting guests, managing check‑ins and check‑outs, offering recommendations, and giving directions. Your contribution directly supports a positive and comforting experience for every family we serve.
Additional responsibilities include:

Greeting guests with a friendly and welcoming demeanor as the first point of contact
Assisting Security with access control by signing in and out visitors, volunteers, and vendors entering patient and family housing facilities

Schedule: Monday, Tuesday, Friday, Saturday, & Sunday 6:30 am - 3 pm with occasional weekend coverage

The ideal candidate will be bilingual in English and Spanish to better support the diverse families we serve.

Job Responsibilities:

• Verbally greets incoming families and checks them into patient housing facilities.

• Assists residents with facility-related needs, lounge needs, or housing requests to ensure a comfortable, peaceful, and healthy environment.

• Controls access into the house and lounge designated area and greets/processes visitors as necessary.

• Answers inquiries pertaining to guest services and provides shopping, dining, entertainment, and travel directions.

• Dates and signs all shift reports.

• Provides interpretative services as needed for families.

• Organizes, maintains inventory, cleans, and checks in and out DVDs, video games, and Dreamtabs to families. Assists with toys and games.

• Maintains a neat appearance and cleanliness of the front desk, lobby, and lounge areas. Restocks supplies.

• Manages phone activity, including answering the telephones and taking accurate, complete, and timely messages, and providing general knowledge to the caller.

• Receives, logs, and distributes medical deliveries and personal packages to families as necessary.

• Submit monthly guest count, provide St. Jude staff with regular updates on family and guest arrivals and departures from the property, and update the PMS systems to reflect the most current census

• Enforces policies of the house/designated area with patients and families.

• Handles emergencies and other situations that occur in the house/designated area. Assists in de-escalating situations that arise among patient family problems. Works directly with the House Manager on problem-solving with family incidents, problems, or concerns that arise at the Front Desk.

• Make housing reservations.

• Schedule ground transportation.

• Handle special arrival and departure requests.

• Performs other related duties as assigned or directed to meet the goals and objectives of the department.

• Maintains regular and predictable attendance.

Minimum Education and/or Training:

• High school diploma or equivalent.

Minimum Experience:

• One year of applicable experience in a service-oriented, customer-focused environment.

Special Skills, Knowledge and Abilities:

• Is open to any type of change or new idea presented.

• Shows eagerness to learn from different avenues.

• Addresses needs/ problems in a logical manner, using defined approaches.

• Has clear, concise communication in both verbal and written communication.

• Listens to requests, confirms understanding of routine needs, and provides accurate answers.

• Shares information within team as directed.

• Manages own time well to plan work and meet daily task needs.

• Executes routine tasks under guidance and/ or supervision.

• Shows attention to detail, produces quality work on time.

• Seeks to understand patient and family needs and requirements of institutional teams by asking clarifying questions.

• Addresses routine patient/ stakeholder requests effectively and seeks guidance, as needed, for quick resolution of more complex issues.

• Exhibits basic grasp of guest services concepts, processes, and guidelines related to own area.

• Carries out standard tasks within own area (e.g., house management, volunteer/ event department, volunteer department, front desk department, guest services requests, patient services requests) on time, under supervision.

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 occasionally lift and/or move up to 25 pounds.

• Specific vision abilities required by this job include close vision, depth perception, and the ability to adjust focus.

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• The noise level in the work environment is usually quiet.

• 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.

• The employee must move about the work space to access work surface and shelves, cabinets, drawers, and equipment that are at, below or above the work surface.

• 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.

Compensation

In recognition of certain U.S. state and municipal pay transparency laws, St. Jude is including a reasonable estimate of the compensation range for this role. This is an estimate offered in good faith and a specific salary offer takes into account factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the salary range and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current salary range is $19.00 - $30.00 per hour for the role of Guest Service Representative.

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No Search Firms

St. Jude Children's Research Hospital does not accept unsolicited assistance from search firms for employment opportunities. Please do not call or email. All resumes submitted by search firms to any employee or other representative at St. Jude via email, the internet or in any form and/or method without a valid written search agreement in place and approved by HR will result in no fee being paid in the event the candidate is hired by St. Jude.