Guest Relations Manager, Hope Lodge

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 actively seek candidates from diverse backgrounds including communities of color, the LGBTQ community, veterans, and people with disabilities. The greater the diversity of our people, the better we can 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 Guest Relations Manager at Hope Lodge assumes a critical role in overseeing guest relations and front desk operations, ensuring a seamless and welcoming experience for cancer patients and their caregivers. Leading a dedicated team, the Guest Relations Manager is responsible for managing guest referrals, check-ins, room allocations, and overall room readiness. By maximizing occupancy and efficiently maintaining room inventory, the Guest Relations Manager plays a pivotal role in supporting the mission of Hope Lodge to provide compassionate accommodations and support services to those undergoing cancer treatment.

MAJOR RESPONSIBILITIES

• Team Leadership: Lead and manage a team responsible for guest relations, check-ins, and front desk operations, providing guidance, training, and support to ensure excellent customer service and operational efficiency.
• Guest Referrals and Qualification: Oversee the process of guest referrals, screening, and qualification, ensuring that eligible guests are provided with appropriate accommodations and support services in accordance with Hope Lodge guidelines.
• Check-in Operations: Manage check-in procedures, including guest registration, room assignment, and orientation, ensuring a smooth and welcoming arrival experience for guests.
• Room Inventory Management: Efficiently manage room inventory, including room allocation, turnover, and readiness, to maximize occupancy and meet the accommodation needs of guests.
• Front Desk Operations: Supervise front desk operations, including phone inquiries, guest requests, and concierge services, ensuring prompt and courteous assistance to guests and visitors.
• Quality Assurance: Maintain high standards of cleanliness, safety, and comfort throughout the facility, conducting regular inspections and addressing any issues or concerns promptly.
• Collaboration: Collaborate with internal departments, including housekeeping, maintenance, and program management, to coordinate guest services and ensure a seamless experience for guests.
• Data Management & Data driven improvements: Maintain accurate records of guest information, room assignments, and occupancy rates, utilizing data to inform decision-making and optimize room utilization. Responsible for using/analyzing the data to make better decisions, identify utilization trends & use info to redesign processes, align staffing, etc.
• Customer Relationship Management: Build and maintain positive relationships with guests and their caregivers, addressing feedback, resolving complaints, and seeking opportunities to enhance the guest experience.

FORMAL KNOWLEDGE

• 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.
• High School Diploma or equivalent

SPECIALIZED TRAINING OR KNOWLEDGE

• Strong leadership and team management skills, with the ability to motivate, train, and develop staff to deliver exceptional customer service.
• Excellent communication and interpersonal skills, with the ability to interact effectively with guests, staff, and stakeholders from diverse backgrounds.
• Knowledge of hotel management systems and software, with proficiency in reservation systems, hotel management systems (HMS), and Microsoft Office Suite.
• Detail-oriented with strong organizational and problem-solving abilities, able to prioritize tasks and manage multiple priorities in a fast-paced environment.
• Understanding of healthcare or nonprofit environments preferred, with a commitment to the mission and values of Hope Lodge and the American Cancer Society.

COMPETENCIES/SKILLS

• Leadership: Ability to lead and motivate a team of guest relations staff, fostering a positive and collaborative work environment, and ensuring high levels of performance and customer service.
• Customer Service: Exceptional customer service skills are essential for providing a welcoming and supportive experience to guests and their caregivers, addressing inquiries, concerns, and requests promptly and courteously.
• Communication: Excellent verbal an