Guest Relations Manager, Hope Lodge

About the role

The American Cancer Society seeks a Guest Relations Manager to join our dynamic team in Cleveland, Ohio. This full-time position is responsible for managing guest referrals and check-ins, supervising concierge staff, coordinating guest amenities, and maintaining accurate guest records.

Responsibilities

• Manage guest referrals and check-ins to ensure timely registration and room assignments (30%)
• Supervise concierge staff and provide training for excellent guest service (25%)
• Cookordinate guest amenities, transportation, and special accommodations (15%)
• Maintain guest records and room inventory accurately (10%)
• Conduct inspections of guest rooms and public areas for readiness and cleanliness (10%)
• Address guest feedback and resolve concerns promptly (10%)

Qualifications

• Minimum Degree Required: High School Diploma or Equivalent
• Preferred Degree: Bachelor's Degree
• 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.
• Valid Driver's License with Clean Driving Record is Required

Knowledge, Skills, and Abilities

• Strong leadership and team management skills
• Knowledge of hotel management systems and reservation software
• Ability to analyze data and adjust processes to improve occupancy
• Strong interpersonal and customer service skills
• Ability to work in a fast-paced, guest-facing environment

Travel Requirements

• Travel Required for initial training upon hire, otherwise minimal travel required

Physical Requirements

• 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.
• 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.
• 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.
• 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.
• 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.

Pay

The salary range for this role is between $44,000 - $48,000. 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.

Benefits

The American Cancer Society offers 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.

Equal Opportunity Employer

We are a proud equal opportunity employer. See our commitment to a policy of Equal Employment Opportunity to continually ensure equal opportunity to our employees and to our applicants.