manager, Guest Relations

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advanced technology. Capital Health is a five-time Magnet-Recognized health system for nursing excellence and is comprised of 2 hospitals. Capital Health Medical Group is made up of more than 250 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Capital Health recognizes that attracting the best talent is key to our strategy and success as an organization. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we can attract the best candidates.

Pay Range

$78,769.60 - $116,392.33

Scheduled Weekly Hours

40

Position Overview

Position Summary

The Manager of Guest Relations is responsible for leading and supervising Capital Health’s Guest Relations team, ensuring a consistently welcoming, compassionate, and quality service-oriented environment for patients, families, and visitors. This role focuses on enhancing the overall non-clinical experience within the healthcare setting by managing staff, assisting in resolving guest concerns, and implementing hospitality initiatives that reflect Capital Health’s mission and core values.

Key Responsibilities

• Lead, train, and supervise the guest relations staff to ensure the delivery of quality and exceptional customer service in various healthcare environments.
• Foster a welcoming and hospitable environment for patients, families, and visitors across all Capital Health facilities.
• Serve as the primary point of escalation for patient and visitor non-clinical concerns, resolving issues with empathy, professionalism, and autonomy.
• Collaborate closely with clinical and non-clinical departments to support seamless and exceptional patient and guest experiences.
• Develop and implement service standards, guidelines, and staff educational support that promote clear communication, consistent excellence and quality standards in guest interactions.
• Monitor departmental operations, budgets, staffing, and scheduling.
• Collect and analyze feedback from patients, families, and staff to drive service recovery and improvements on an ongoing basis.
• Support special projects, events, and initiatives that strengthen patient and visitor relations.
• Uphold Capital Health’s commitment to professionalism, integrity, and a culture of caring.
  
  

Qualifications

• Bachelor’s degree in hospitality, healthcare administration, business, or a related field preferred.
• 3–5 years of professional experience in guest relations, hospitality, customer service, or a related environment.
• Previous supervisory or leadership experience managing service-oriented staff required.
• Exceptional interpersonal, communication, and problem-solving skills.
• Ability to work effectively across inter-disciplinary teams.
• Strong organizational skills with the ability to manage multiple priorities.
• Ability to make independent decisions and exercise sound judgment within scope of responsibility.
  
  

Core Competencies

• Leadership & Team Supervision
• Service Excellence & Customer Experience
• Conflict Resolution & Problem Solving
• Communication & Collaboration
• Professionalism & Accountability
• Organizational Agility
  
  

This Position Is Eligible For The Following Benefits

• Medical Plan
• Prescription drug coverage & In-House Employee Pharmacy
• Dental Plan
• Vision Plan
• Flexible Spending Account (FSA)
• Healthcare FSA
• Dependent Care FSA
• Retirement Savings and Investment Plan
• Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance
• Supplemental Group Term Life & Accidental Death & Dismemberment Insurance
• Disability Benefits – Long Term Disability (LTD)
• Disability Benefits – Short Term Disability (STD)
• Employee Assistance Program
• Commuter Transit
• Commuter Parking
• Supplemental Life Insurance
• Voluntary Life Spouse
• Voluntary Life Employee
• Voluntary Life Child
• Voluntary Legal Services
• Voluntary Accident, Critical Illness and Hospital Indemnity Insurance
• Voluntary Identity Theft Insurance
• Voluntary Pet Insurance
• Paid Time-Off Program
  
  

The pay range listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining base salary and/or rate, several factors may be considered including, but not limited to location, years of relevant experience, education, credentials, negotiated contracts, budget, market data, and internal equity. Bonus and/or incentive eligibility are determined by role and level.

The salary applies specifically to the position being advertised and does not include potential bonuses, incentive compensation, differential pay or other forms of compensation, compensation allowance, or benefits health or welfare. Actual total compensation may vary based on factors such as experience, skills, qualifications, and other relevant criteria.