Guest Concierge Lead

The Wright Center for Women's Health is a medical practice dedicated to delivering exceptional patient care in a concierge-style environment. Located in Naperville, IL, we focus on creating seamless, high-standard experiences for our guests.

About the role

We are seeking a proactive, detail-oriented, and people-focused individual to join our team as a Guest Concierge with a clear trajectory of advancing into the Guest Concierge Lead role. This position begins with hands-on experience as a Guest Concierge to fully learn our systems, culture, and guest experience philosophy. Once mastered, you will step into the Guest Concierge Lead position, positioned directly under the Director of Front of House Operations, with a focus on ensuring daily guest experiences and front desk operations are seamless, consistent, and delivered at the highest standard. As the Guest Concierge Lead, you will serve as both a mentor and subject matter expert for the Front of House (FOH) team.

Responsibilities

• Ensure adherence to FOH Standard Operating Procedures (SOPs) and continuously improve them for efficiency and guest satisfaction.
• Monitor daily FOH workflow and adjust as needed to ensure smooth operations and exceptional guest experience.
• Lead the FOH Guest Concierge team, serving as the primary point of guidance and mentorship (Phase 2: Guest Concierge Lead).
• Maintain a clean, welcoming, and efficient front desk environment.
• Oversee FOH staff schedule, ensuring proper coverage during all operating hours.
• Perform core Guest Concierge responsibilities, including scheduling, reception, phone coverage, guest check-in/out, and other daily FOH duties to model excellence and support the team.
• Partner closely with the Director of FOH Operations to align day-to-day activities with strategic goals.
• Manage check-ins, scheduling, and front desk operations with attention to detail.
• Participate in weekly Level 10 meetings as part of our Entrepreneurial Operating System (EOS) structure.
• Deliver world-class concierge-style service to all guests.
• Answer phones, assist guests, and ensure smooth daily operations.
• Train and develop staff to consistently uphold practice standards and guest service excellence.
• Collect, track, and analyze FOH operational data.
• Provide insights to the Director of FOH Operations to drive continuous improvement initiatives.

Requirements

• Previous experience in a lead or supervisory role within healthcare, hospitality, or a concierge-style service environment.
• Front desk or guest services experience (medical office preferred).
• Experience in a healthcare or medical practice environment is strongly preferred.
• Highly organized, detail-oriented, and able to manage multiple priorities.
• Strong leadership, coaching, and team development abilities.
• Comfort with technology and computer applications, including Electronic Medical Records (EMRs) and phone systems.
• Excellent communication and interpersonal skills with a focus on guest-centered service.
• Ability to analyze operational data and provide actionable insights.