Guest Relations Coordinator

Guest Relations Coordinator at 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 will be Sundays-Thursdays from 11:00am-7:00pm

The pay rate will be $22/hr.

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 sensitivity, are necessary for interacting with guests and staff, 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 services environment.
• Attention to Detail: Attention to detail is critical for ensuring accuracy in guest registrations, room assignments, and administrative tasks, as well as for maintaining cleanliness and maintenance standards in guest rooms and common areas.
• Computer Skills: Proficiency in computer skills, including familiarity with reservation systems, Microsoft Office Suite, and other software applications, is important for performing administrative tasks and managing guest records effectively.
• Conflict Resolution: Ability to handle guest complaints or concerns in a professional and diplomatic manner, identify solutions to address issues, and ensure guest satisfaction and loyalty.
• Adaptability: Flexibility and adaptability are important for responding to changing guest needs, priorities, and situations, as well as for accommodating guest arrivals and ensuring coverage during peak periods.

Special Mental or Physical Demands

• Standing and Walking: 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.
• Lifting and Carrying: 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.
• Manual Dexterity: 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.
• Physical Endurance: The role may require physical endurance to handle the demands of busy shifts, including standing, walking, and assisting guests for extended periods of time.
• Sensory Demands: 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.
• Environmental Factors: 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.
• Stress Management: The position may involve managing stressful situations or handling guest complaints or concerns, requiring the ability to remain calm, composed, and professional under pressure.

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.