On Call Concierge, Hope Lodge OVERNIGHT

Major Responsibilities

• Greet guests and visitors with warmth and hospitality upon arrival.
• Aid guests with check-in and check-out procedures, ensuring a smooth and pleasant experience.
• Provide information about Hope Lodge amenities, services, and local attractions.
• Handle guest inquiries, requests, and concerns promptly and professionally.
• Maintain a neat and organized front desk area, ensuring a welcoming atmosphere for guests.
• Manage transportation services for guests, including arranging transportation to and from appointments.
• Cook up transportation schedules and ensure timely pick-up and drop-off for guests.
• Drive guests to appointments in a safe and courteous manner, adhering to traffic laws and regulations.
• Maintain cleanliness and safety of transportation vehicles, performing routine inspections and maintenance as needed.
• Manage incoming calls, emails, and correspondence, directing them to the appropriate staff members.
• Maintain accurate guest records, including check-in/out information, contact details, and special requests.
• Process reservations and room assignments in accordance with established procedures.
• Aid with administrative tasks such as filing, data entry, and photocopying.
• Monitor the lobby area and ensure the safety and security of guests and property.
• Implement security protocols and procedures, including guest identification and access control.
• Respond to emergencies or incidents promptly and effectively, following established protocols.

Formal Knowledge

• High School diploma or equivalent
• Additional education or training in hospitality management or customer service is a plus
• Previous experience in hospitality, guest services, or a related field is preferred

Specialized Training or Knowledge

• Excellent communication and interpersonal skills, with a friendly and empathetic demeanor
• Strong organizational and multitasking abilities, with attention to detail
• Proficiency in computer skills, including Microsoft Office Suite and reservation systems
• Proficiency in using multi line telephone systems
• Ability to work independently and as part of a team in a fast-paced environment
• Availability to work flexible hours, including evenings, weekends, and holidays

Competencies/Skills

• Customer Service: Exceptional customer service skills are essential for interacting with guests and providing assistance with their needs and inquiries.
• Communication: Strong verbal communication skills are necessary for effectively conveying information to guests and coordinating transportation services.
• Interpersonal Skills: The ability to interact professionally and courteously with guests, staff, and transportation providers is crucial for maintaining a positive guest experience.
• Time Management: Effective time management skills are necessary for managing front desk responsibilities and coordinating transportation schedules efficiently.
• Problem-Solving: Strong problem-solving skills are important for addressing guest concerns and resolving transportation issues promptly and effectively.
• Attention to Detail: Attention to detail is essential for accurately processing guest information, maintaining organized records, and ensuring the safety and cleanliness of transportation vehicles.
• Flexibility: The ability to adapt to changing guest needs and transportation requirements is important for accommodating varying schedules and preferences.
• Physical Stamina: Physical stamina is necessary for standing for extended periods and lifting/moving luggage as needed during front desk duties.
• Teamwork: Willingness to work collaboratively with other staff members to ensure a seamless guest experience and support the overall operations of Hope Lodge.

SPECIAL MENTAL OR PHYSICAL DEMANDS

• Standing and Walking: The role may require extended periods of standing and walking, particularly during front desk duties and while assisting guests.
• Lifting and Moving: Occasional lifting and moving of luggage, packages, or other items may be necessary when assisting guests with check-in, check-out, or transportation.
• Manual Tasks: Some manual tasks, such as carrying luggage or opening doors for guests, may be required during guest interactions.
• Physical Endurance: The role may involve physical endurance to handle the demands of a fast-paced environment, including managing multiple tasks and assisting guests throughout the day.

Benefits

The American Cancer Society 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.