Guest Relations Manager – Hope Lodge
| Company | American Cancer Society |
|---|---|
| Location | St. Louis, MO, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- 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.
- High School Diploma or equivalent
- Strong leadership and team management skills, with the ability to motivate, train, and develop staff to deliver exceptional customer service.
- Excellent communication and interpersonal skills, with the ability to interact effectively with guests, staff, and stakeholders from diverse backgrounds.
- Knowledge of hotel management systems and software, with proficiency in reservation systems, hotel management systems (HMS), and Microsoft Office Suite.
- Detail-oriented with strong organizational and problem-solving abilities, able to prioritize tasks and manage multiple priorities in a fast-paced environment.
Responsibilities
- Lead and manage a team responsible for guest relations, check-ins, and front desk operations, providing guidance, training, and support to ensure excellent customer service and operational efficiency.
- Oversee the process of guest referrals, screening, and qualification, ensuring that eligible guests are provided with appropriate accommodations and support services in accordance with Hope Lodge guidelines.
- Manage check-in procedures, including guest registration, room assignment, and orientation, ensuring a smooth and welcoming arrival experience for guests.
- Efficiently manage room inventory, including room allocation, turnover, and readiness, to maximize occupancy and meet the accommodation needs of guests.
- Supervise front desk operations, including phone inquiries, guest requests, and concierge services, ensuring prompt and courteous assistance to guests and visitors.
- Maintain high standards of cleanliness, safety, and comfort throughout the facility, conducting regular inspections and addressing any issues or concerns promptly.
- Collaborate with internal departments, including housekeeping, maintenance, and program management, to coordinate guest services and ensure a seamless experience for guests.
- Maintain accurate records of guest information, room assignments, and occupancy rates, utilizing data to inform decision-making and optimize room utilization.
Preferred Qualifications
- Understanding of healthcare or nonprofit environments preferred, with a commitment to the mission and values of Hope Lodge and the American Cancer Society.