Guest Relations Manager, Hope Lodge

The American Cancer Society is a nationwide, community-based voluntary health organization dedicated to eliminating cancer as a major health problem. Founded over a century ago, it has evolved into one of the largest and most influential cancer organizations in the United States, renowned for its commitment to research, education, advocacy, and patient services. With a workforce consisting of both dedicated employees and over 1.3 million volunteers, the organization focuses on delivering support and resources to cancer patients and their families across diverse and underserved communities. Their mission is driven by a culture that values diversity, experience, and passion, aiming to provide lifesaving service and a profound impact on public health.

Located in Boston, Massachusetts, the American Cancer Society is currently seeking a Full-time Guest Relations Manager, a critical role that contributes directly to the overall patient and caregiver experience. The position offers a competitive salary of $52,700 annually plus a comprehensive benefits package. The schedule for this role is from 7:30 am to 4:00 pm, Tuesday through Saturday.

In this role, the Guest Relations Manager will lead the guest relations and front desk operations, ensuring that patients and caregivers receive a seamless and welcoming experience. This involves managing guest referrals, room allocations, occupancy, and supervising the guest relations and concierge team. The manager will be responsible for maintaining high standards of service while optimizing operational efficiency within the facility. The role requires active leadership of the concierge and front desk team to ensure smooth check-in and check-out processes and excellent guest service.

The manager will also oversee guest referrals and room allocation processes to maximize occupancy rates, supervise front desk operations including handling phone inquiries and guest requests, and coordinate with maintenance and housekeeping teams to ensure facility readiness and cleanliness. A key part of the role includes tracking and analyzing occupancy data to improve operational decisions and responding effectively to guest concerns by implementing service recovery solutions.

Candidates should have at least a High School Diploma or equivalent, with a Bachelor’s Degree preferred. They must have a minimum of three years of experience in guest relations, front desk management, or hospitality management, with at least one to two years in a supervisory or managerial capacity. A valid driver's license with a clean driving record is required. Strong leadership and team management skills are essential, alongside knowledge of hotel management systems and reservation software. The ability to analyze data, adapt processes to improve occupancy, and demonstrate superior interpersonal and customer service skills is also needed.

The physical demands of the role include the need to spend extended periods standing or walking, lift or carry items occasionally, and perform manual tasks such as arranging amenities or organizing front desk materials. The guest relations manager must be capable of responding promptly during emergencies, assisting guests effectively, and conducting thorough room inspections to uphold the cleanliness and safety standards of the facility.

The American Cancer Society is committed to equal employment opportunity and values the diverse perspectives and experiences that employees bring to the organization. The company offers generous paid time off, medical and dental insurance, retirement plans, wellness programs, and professional development opportunities to cultivate an inclusive and supportive work environment.