Guest Relations Manager

At the American Cancer Society,we're working to end cancer as we know it, for everyone. Our employees and1.3 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 and written communication skills are necessary for effectively communicating with guests, staff, volunteers, and stakeholders, as well as for providing clear instructions, information, and feedback.
• Team Management: Strong team management skills are required to recruit, train, supervise, and develop guest relations staff, ensuring that they are equipped with the knowledge, skills, and resources to perform their roles effectively.
• Hospitality Management: Knowledge of hospitality industry standards, practices, and procedures, including guest services, front desk operations, and room inventory management, is important for maintaining high-quality accommodations and services for guests.
• Problem-Solving: Ability to identify issues, analyze situations, and develop effective solutions to address guest concerns, operational challenges, and other issues that may arise during the course of guest relations management.
• Organization: Strong organizational skills are necessary for managing guest referrals, check-ins, room allocations, and other front desk operations efficiently, as well as for maintaining accurate records and documentation.
• Attention to Detail: Attention to detail is critical for ensuring accuracy in guest information, room assignments, and other administrative tasks, as well as for maintaining cleanliness, safety, and comfort standards throughout the facility.
• Adaptability: Flexibility and adaptability are important for responding to changing guest needs, priorities, and situations, as well as for managing unexpected events or emergencies that may occur during guest stays.
• Interpersonal Skills: Strong interpersonal skills, including empathy, patience, and sensitivity, are necessary for interacting with guests and their caregivers, particularly during challenging or emotional circumstances, and for building positive relationships and rapport.
• Time Management: Effective time management skills are essential for prioritizing tasks, managing multiple responsibilities, and meeting deadlines in a fast-paced and dynamic guest relations environment.
• Computer Skills: Proficiency in computer skills, including familiarity with reservation systems, hotel management systems (HMS), and Microsoft Office Suite, is important for managing guest reservations, processing check-ins, and generating reports.

SPECIAL MENTAL OR PHYSICAL DEMANDS

• Standing and Walking: 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.
• Lifting and Carrying: 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.
• Manual Tasks: 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.
• Emergency Response: 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.
• Room Inspections: 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.

• The salary for this role is $44,000. The final candidate's relevant experience/skills will be considered before an offer is extended. 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.