On-Call Concierge Hope Lodge: (Day, Evening, Overnight & Weekends)

Concierge Position

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 Concierge serves as the first point of contact for guests, managing front desk operations and ensuring a welcoming, safe, and supportive environment. This role assists with guest check-in/out, responds to inquiries, and coordinates transportation and security.

This is an on-call, as-needed position. Hours are not guaranteed and will vary based on staffing needs, including planned PTO coverage, call-offs, and other absences. Candidates with broad availability are strongly preferred! Coverage may include daytime shifts (approximately 7:30 AM4:00 PM), evening shifts (approximately 4:00 PM11:00 PM), and occasional overnight shifts. Weekend availability is required. Most planned coverage is scheduled approximately two weeks in advance; however, candidates should also have some flexibility to accept occasional shifts with less than 24 hours' notice due to unexpected call-offs. The pay rate will be $19.50/hr.

Essential Functions:

• Greet guests and manage check-in and check-out procedures (30%)
• Provide information about lodge amenities and community resources (20%)
• Coordinate transportation and Hope Lodge services and schedules (15%)
• Respond to guest requests, concerns, and emergencies (15%)
• Maintain an organized front desk area and accurate guest records (10%)
• Monitor lobby security and implement safety protocols (10%)

Depending on the shift being covered, responsibilities may also include:

• Answering incoming phone calls
• Processing guest referrals
• Conducting room checks
• Providing new-guest tours
• Supporting guest check-outs during daytime shifts
• Supporting guest check-ins and tours during evening shifts
• Maintaining front desk coverage until the next scheduled team member arrives

Experience/Qualifications:

• High School Diploma or Equivalent
• Additional education or training in hospitality management or customer service is a plus.
• Previous experience in hospitality, guest services, retail, nonprofit services, or a related customer-facing environment is preferred.
• Minimum 1 year of customer service experience preferred.

Knowledge, Skills, and Ability:

• Strong communication and interpersonal skills
• Friendly, personable, and guest-focused approach
• Ability to work independently and multitask
• Strong customer service and problem-solving skills
• Ability to maintain accurate records and follow established procedures
• Proficiency with Microsoft Office and general computer systems
• Ability to work flexible hours, including daytime, evening, overnight, and weekend shifts as available
• Dependability and willingness to provide both planned and occasional short-notice coverage

Schedule Expectations:

This position is intended to provide meaningful on-call coverage for the lodge. Candidates should have enough flexibility to work more than one or two shifts per month. Typical coverage may include:

• Day Shift: approximately 7:30 AM4:00 PM
• Evening Shift: approximately 4:00 PM11:00 PM
• Overnight Shift: as needed
• Weekends: preferred

Known PTO coverage is typically scheduled approximately two weeks in advance. Unexpected staffing needs may occasionally require availability with less than 24 hours' notice.

Travel Requirements:

• Minimal travel required.

Physical Requirements:

• The role may require extended periods of standing and walking, particularly during front desk duties, room checks, and while assisting guests.
• Occasional lifting and moving of luggage, packages, supplies, or other items may be necessary.
• Some manual tasks, such as carrying items or opening doors for guests, may be required during guest interactions.
• The role may involve physical endurance to manage multiple responsibilities and assist guests throughout the shift.

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.