Baylor Scott & White Health – McKinney is seeking a Supervisor of Guest Services to lead frontline teams focused on delivering exceptional patient and visitor experiences. In this role, you’ll oversee daily operations for guest services, including reception, wayfinding, and concierge support. You’ll serve as a key point of contact for service recovery, staff coordination, and process improvement initiatives. If you’re a strong communicator with leadership experience in hospitality or healthcare, this is your chance to create a welcoming, patient-centered environment that reflects our commitment to excellence.

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About Us

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Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

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Our Core Values are:

\n\nWe serve faithfully by doing what's right with a joyful heart.\nWe never settle by constantly striving for better.\nWe are in it together by supporting one another and those we serve.\nWe make an impact by taking initiative and delivering exceptional experience.\n\n

Benefits

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Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

\n\nEligibility on day 1 for all benefits\nDollar-for-dollar 401(k) match, up to 5%\nDebt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more\nImmediate access to time off benefits\n\n

At Baylor Scott & White Health, your well-being is our top priority.

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Note: Benefits may vary based on position type and/or level

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Job Summary

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Supervises the daily operations and employees of the department. Guides, provides support, and acts as a positive role model. Creates an atmosphere of open communication throughout the department.

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Essential Functions of the Role

\n\nSupervise the daily activities of guest services to ensure courteous, timely response to all needs and requests.\nProvide supervision to employees and handles all HR functions for direct reports.\nFollow established departmental policies and procedures for the location and makes recommendations for process improvement when needed.\nServe as an escalation point for complex issues, complaints, or questions from staff, guests, or patients.\nOversees department orientation and training to assure the skill level and knowledge of all staff assigned.\nRuns and participates in the training of new hires, audits, and performs annual aptitude reviews.\nProvide feedback on department costs like payroll, equipment maintenance, and replacement equipment. This will help with budget compliance.\nAssist with the preventative maintenance of equipment and ensure that immediate action for equipment malfunction is taken when needed.\nAnswer and ensure staff can answer questions from patients, guests, and vendors. Direct inquiries to the appropriate channels professionally.\nPersonally greets and ensures staff greets patients and all visitors professionally and by identifying themselves.\nEnsures staff members provide excellent service to all guests and customers.\nAdhere to the methods of security and safety and complies with all local, state and federal regulatory requirements.\nMay be responsible for assisting with the interviewing, acceptance and orientation of volunteers.\nMay provide gift shop support which can include answering questions and providing coverage in the event of absences.\nMay be responsible for contacting outside facilities for pastoral care should the pastoral care volunteer not be available.\nPerforms other position appropriate duties as required in a competent, professional and courteous manner.\n\n

Key Success Factors

\n\nCustomer service experience required.\nSupervisory or management experience preferred.\nKnowledge of and experience using various computerized and/or radio-based communication systems for assignment and dispatch.\nProficiency with computers in the Microsoft Office suite of software desired.\nExcellent communication and interpersonal skills.\nAbility to de-escalate complicated and intense situations.\n\n

Belonging Statement

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We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

QUALIFICATIONS

\n\nEDUCATION - H.S. Diploma/GED Equivalent\nEXPERIENCE - 2 Years of Experience\nHospitality Experience Strongly Preferred \n