Guest Relations Coordinator, 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 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 Guest Relations Coordinator at Hope Lodge plays a pivotal role in ensuring a welcoming and supportive environment for guests by managing guest referrals, check-ins, and providing excellent customer service. This position focuses on coordinating guest services, supervising the concierge team, and facilitating seamless experiences for guests during their stay.

The schedule for this role is 7:30am - 4:00pm, Tuesday - Saturday at $22.00 per hour. This role includes full benefits.

MAJOR RESPONSIBILITIES

• Guest Referrals and Check-Ins: Manage guest referrals and check-ins directly, ensuring efficient and accurate processing of guest arrivals, registrations, and room assignments.

• Concierge Supervision: Supervise the concierge team, providing guidance, support, and training to ensure high-quality customer service and responsiveness to guest inquiries, requests, and needs.

• Guest Services Coordination: Coordinate guest services and amenities, including transportation arrangements, meal services, and special accommodations, to enhance the overall guest experience and meet individual needs.

• Communication and Coordination: Maintain open communication with internal departments, including program staff, administrative staff, and maintenance staff, to coordinate efforts and address any guest-related issues or concerns promptly and effectively.

• Quality Assurance: Conduct regular inspections of guest rooms and common areas to ensure cleanliness, maintenance, and compliance with Hope Lodge standards, addressing any deficiencies or issues promptly and appropriately.

• Guest Feedback and Issue Resolution: Gather guest feedback and reviews, address any complaints or concerns in a timely and professional manner, identify service recovery opportunity, and implement corrective actions as needed to enhance guest satisfaction and loyalty.

• Administrative Support: Manage administrative tasks such as updating guest records, managing room inventory, and preparing reports as needed to support efficient guest services operations.

FORMAL KNOWLEDGE

• Minimum 2 years of experience in hospitality, guest services, or a related field, with knowledge of guest relations and check-in procedures

• High School Diploma or equivalent. additional education or certification in hospitality management, office administration, or a related field is preferred.

SPECIALIZED TRAINING OR KNOWLEDGE

• Excellent communication and interpersonal skills, with the ability to interact effectively with guests, staff, and stakeholders from diverse backgrounds.

• Strong leadership and supervisory skills, with the ability to motivate and support a team of concierge staff to deliver exceptional customer service.

• Ability to work independently and make sound decisions under pressure, demonstrating resourcefulness, adaptability, and problem-solving skills.

• Availability to work flexible hours, including evenings, weekends, and holidays, to accommodate guest arrivals and ensure coverage during peak periods.

COMPETENCIES/SKILLS

• Customer Service: Exceptional customer service skills are crucial for providing a welcoming and supportive experience to guests, addressing inquiries, concerns, and requests promptly and courteously.

• Communication: Excellent verbal and written communication skills are necessary for effectively communicating with guests, staff, and stakeholders, as well as for providing clear instructions, information, and feedback.

• Leadership: Strong leadership skills are important for supervising the concierge team, providing guidance, support, and training to ensure high-quality customer service and responsiveness to guest needs.

• Problem-Solving: Ability to identify challenges, analyze complex issues, and develop creative solutions to address obstacles and optimize guest services operations, demonstrating resilience, adaptability, and resourcefulness.

• Organizational Skills: Strong organizational skills are necessary for managing guest referrals, check-ins, and other administrative tasks, ensuring accuracy, efficiency, and attention to detail.

• Interpersonal Skills: Strong interpersonal skills, including empathy, patience, and