What are the responsibilities and job description for the Guest Relations Manager - Hope Lodge position at AMERICAN CANCER SOCIETY?
At the American Cancer Society, we're working to end cancer as we know it, for everyone. Our employees and 1.3 million volunteers are raising the bar every single day. We are a culture comprised of diverse backgrounds and experience, to better serve our communities.
The people who work at the American Cancer Society focus their diverse talents on our lifesaving mission. It is a calling. And the people who answer it are fulfilled.
The schedule for this role is 11:00am -7:30pm, Sunday - Thursday.
Base Salary: 44,000.
ESSENTIAL FUNCTIONS:
Lead concierge/front desk team to ensure smooth check-in/out and excellent guest service (30%)
Manage guest referrals, screening, and room allocation to maximize occupancy (25%)
Supervise front desk operations including phone inquiries and guest requests (15%)
Monitor facility readiness and cleanliness, coordinating with maintenance and housekeeping teams (10%)
Track and analyze occupancy data to inform decisions and improve operations (10%)
Resolve guest concerns and implement service recovery solutions (10%)
EXPERIENCE/QUALIFICATIONS:
Minimum Degree Required: High School Diploma or Equivalent
Preferred Degree: Bachelor's Degree
Minimum of 3 years of experience in guest relations, front desk management, or hospitality management, with at least 1-2 years in a supervisory or managerial role.
Valid Driver's License with Clean Driving Record is Required
KNOWLEDGE, SKILLS, AND ABILITY:
Strong leadership and team management skills
Knowledge of hotel management systems and reservation software
Ability to analyze data and adjust processes to improve occupancy
Strong interpersonal and customer service skills
Ability to work in a fast-paced, guest-facing environment
TRAVEL REQUIREMENTS:
Travel Required for initial training upon hire, otherwise minimal travel required
PHYSICAL REQUIREMENTS:
The Guest Relations Manager may need to spend extended periods standing or walking, especially during peak check-in/check-out times or while assisting guests throughout the facility.
Occasionally, the Guest Relations Manager may need to lift or carry items such as luggage or supplies for guests, particularly during room turnarounds or when assisting with guest needs.
Some manual tasks, such as arranging guest amenities or organizing front desk materials, may be required as part of daily operations, requiring manual dexterity and physical coordination.
In the event of emergencies or crises, the Guest Relations Manager may need to respond quickly and assist guests in evacuating the facility or accessing emergency services, potentially involving physical exertion and mobility.
Conducting room inspections to ensure cleanliness, safety, and readiness for guest occupancy may involve walking throughout the facility and performing physical tasks such as checking bedding, supplies, and amenities.
ACS provides staff a generous paid time off policy; medical, dental, retirement benefits, wellness programs, and professional development programs to enhance staff skills. Further details on our benefits can be found on our careers site at: jobs.cancer.org/benefits. We are a proud equal opportunity employer.
Position Requirements: