Guest Relations Coordinator, Hope Lodge

About the role

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 manages guest referrals, check-ins, and coordinates guest services to ensure a welcoming experience for patients and caregivers. This role supervises concierge coverage, maintains guest records, and ensures smooth operations of front desk services.

Pay Rate: $22/hour

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

• High School Diploma or Equivalent
• Additional education or certification in hospitality management, office administration, or a related field is preferred.
• Minimum 2 years of experience in hospitality, guest services, or a related field, with knowledge of guest relations and check-in procedures
• Valid Drivers License required if expected to operate lodge vehicles.

Knowledge, Skills, and Ability

• Excellent communication and interpersonal skills
• Ability to coordinate services and supervise front desk staff
• Strong organizational skills with attention to detail
• Proficiency in Microsoft Office and reservation systems
• Customer service focus and problem-solving ability

Travel Requirements

(Provide travel expectations for this role)

• Travel Required for training upon hire otherwise minimal travel required.

Physical Requirements

• The position may involve extended periods of standing and walking, particularly during guest check-ins, concierge services, and inspections of guest rooms and common areas.
• Occasional lifting and carrying of items such as luggage, supplies, or equipment may be required, particularly during guest arrivals or when assisting with guest needs.
• The ability to perform tasks that require manual dexterity, such as operating computer systems, handling paperwork, and assisting guests with luggage or other items, may be necessary.
• The role may require physical endurance to handle the demands of busy shifts, including standing, walking, and assisting guests for extended periods of time.
• The position may involve sensory demands such as visual and auditory perception, particularly when communicating with guests, reading guest information, or monitoring guest areas for cleanliness and safety.
• The ability to work in various environmental conditions, including indoors and outdoors, and in different weather conditions, may be necessary, particularly when assisting guests with transportation or other outdoor activities.
• The position may involve managing stressful situations or handling guest complaints or concerns, requiring the ability to remain calm, composed, and professional under pressure.