Assistant General Manager

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 Assistant General Manager at Hope Lodge assumes a pivotal leadership role in overseeing administrative operations and personnel to ensure the smooth and efficient functioning of the lodge. This multifaceted position is responsible for managing day-to-day operations, guest relations, office management functions, training compliance, and providing leadership and mentorship to the team. As the secondary point of contact for guests and visitors, this role plays a critical part in upholding the American Cancer Society (ACS) hospitality standards and facilitating seamless guest experiences.

MAJOR RESPONSIBILITIES

• Operational Oversight: Provide strategic leadership and operational oversight to ensure the smooth functioning of all lodge operations, including guest relations, referral management, front desk operations and administrative functions.

• Guest Relations and Concierge Supervision: Lead and support the guest relations, concierge, and night supervisor team, providing guidance, training, and mentorship to ensure excellence in guest services.

• Office Management Functions: Manage various office management functions, including accounts payable, office supplies inventory, and payroll processing, to maintain efficient and organized administrative operations.

• Training Compliance and Leadership Development: Implement training programs to ensure compliance with organizational standards, while also fostering leadership skills and professional growth among team members.

• Team Leadership and Performance Management: Provide effective leadership and direction to the day-to-day operations team, including setting performance expectations, conducting regular performance evaluations, and implementing strategies to optimize team performance and morale.

• Operational Efficiency and Process Improvement: Identify opportunities for operational improvement and efficiency in administrative processes, systems, and workflows, implementing solutions to enhance productivity and guest satisfaction.

FORMAL KNOWLEDGE

• 1-2 Years Experience in nonprofit management, healthcare administration, hospitality management, or a related field.

• High school diploma or equivalent; additional education or certification in hospitality management, office administration, or a related field is preferred.

• Proven experience in front desk management, office administration, or customer service roles, preferably in a healthcare, hospitality, or nonprofit setting.

SPECIALIZED TRAINING OR KNOWLEDGE

• Strong interpersonal and communication skills, with the ability to interact professionally and empathetically with individuals facing challenging circumstances.

• Excellent organizational and multitasking abilities, with a keen attention to detail and the ability to prioritize tasks effectively in a fast-paced environment.

• Proficiency in computer applications, including Microsoft Office Suite and reservation management systems; familiarity with database management software is a plus.

• Flexibility, adaptability, and a willingness to work non-traditional hours, including evenings, weekends, and holidays, as needed to meet the operational needs of the lodge.

COMPETENCIES/SKILLS

• Leadership: Ability to provide strong leadership and direction to the administrative team, inspiring and motivating them to achieve organizational goals.

• Communication: Excellent verbal and written communication skills are necessary for effectively communicating with guests, staff, volunteers, and external stakeholders.

• Team Management: Skill in supervising and supporting a diverse team, including setting performance expectations, providing feedback, and fostering a positive work environment.

• Customer Service: Dedication to providing exceptional customer service and ensuring the satisfaction of lodge guests through responsive and compassionate interactions.

• Organizational Skills: Strong organizational skills are required to manage multiple tasks, priorities, and deadlines effectively in a fast-paced environment.

• Problem-Solving: Capacity to identify issues, analyze problems, and develop creative solutions to address operational challenges and guest needs.

• Attention to Detail: Keen attention to detail is necessary to ensure accuracy and quality in administrative tasks, including financial management and record-keeping.

• Interpersonal Skills: Ability to build positive relationships with guests, staff, volunteers, and external partners through empathy, respect, and professionalism.

• Training and Development: Skill in developing and implementing training programs to ensure compliance with organizational standards and regulations, as well as fostering leadership skills and professional growth among team members.

• Flexibility and Adaptability: Flexibility and adaptability to navigate changing priorities, unexpected events, and evolving guest needs with agility and resilience.

• Financial Management: Knowledge of financial management principles, including budgeting, accounts payable, payroll processing, and inventory management, to ensure the efficient use of resources.

• Computer Proficiency: Proficiency in using computer software and systems for tasks such as data entry, email communication, financial management, and report generation.

• Compassion and Empathy: Compassionate and empathetic approach to serving guests and visitors, particularly those facing challenging circumstances such as cancer treatment.

SPECIAL MENTAL OR PHYSICAL DEMANDS

• Mobility: Physical mobility is required to move around the lodge facility, including walking, standing, and navigating various areas to oversee operations and interact with guests and staff.

• Manual Tasks: Some manual tasks may be necessary, such as lifting, carrying, and moving equipment or supplies, particularly during setup or maintenance activities.

• Extended Hours: The role may require working extended hours, including evenings, weekends, and holidays, to ensure the smooth functioning of lodge operations and respond to guest needs.

• Computer Work: Extended periods of computer work may be required for tasks such as data entry, email communication, financial management, and report generation.

• Emotional Resilience: Emotional resilience is essential for providing compassionate support to guests and staff, particularly during challenging situations or interactions.

• Travel: Occasional travel may be required for training, meetings, or other job-related activities, which may involve sitting for extended periods and navigating transportation systems.

The salary for the rolesis $56,000. Actual starting pay will vary based on non-discriminatory factors including, but not limited to, geographic location, experience, skills, specialty, and education.

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.