Guest Relations Coordinator, Hope Lodge

About the role

The American Cancer Society seeks a Guest Relations Coordinator to join our team at Hope Lodge in Birmingham, Alabama. This role is full-time, with a flexible schedule that includes evenings, weekends, and holidays.

Responsibilities

• Manage guest referrals and check-ins, ensuring efficient and accurate processing of guest arrivals, registrations, and room assignments.
• Supervise the concierge team, providing guidance, support, and training to ensure high-quality customer service and responsiveness to guest inquiries, requests, and needs.
• Cookier supervision, coordinating guest services and amenities, including transportation arrangements, meal services, and special accommodations, to enhance the overall guest experience and meet individual needs.
• 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.
• 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.
• Gather guest feedback and reviews, address any complaints or concerns in a timely and professional manner, identify service recovery opportunities, and implement corrective actions as needed to enhance guest satisfaction and loyalty.
• Manage administrative tasks such as updating guest records, managing room inventory, and preparing reports as needed to support efficient guest services operations.

Requirements

• Minimum 2 years of experience in hospitality, guest services, or a related field, with knowledge of guest relations and check-in procedures.
• A High School Diploma or equivalent, with additional education or certification in hospitality management, office administration, or a related field preferred.
• 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 and responsiveness to guest needs.
• Availability to work flexible hours, including evenings, weekends, and holidays, to accommodate guest arrivals and ensure coverage during peak periods.

Qualifications

• Formal knowledge of guest relations and check-in procedures.
• Excellent communication and interpersonal skills.
• Strong leadership and supervisory skills.
• Ability to work independently and make sound decisions under pressure.
• Attention to detail and organizational skills.
• Computer skills, including familiarity with reservation systems, Microsoft Office Suite, and other software applications.
• Conflict resolution and stress management skills.
• Flexibility and adaptability.

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.

Benefits

This role includes full benefits, including a generous paid time off policy, medical, dental, retirement benefits, wellness programs, and professional development programs.