Guest Experience Lead - Front Desk & Concierge

American Cancer Society, Inc.; Rochester (MN); On-site; USD 39,600 - 48,400; Full time

Benefits offered by this job

Generous paid time off policy

Medical and dental benefits

Retirement benefits

Wellness programs

Professional development programs

Job summary

The American Cancer Society, Inc. is seeking a Guest Relations Manager in Rochester, Minnesota, to lead guest relations and oversee front desk operations. This role is crucial for ensuring a welcoming experience for patients and caregivers, managing referrals, room allocations, and supervising the guest relations team.

Ideal candidates have a minimum of 3 years of relevant experience and strong leadership and customer service skills. Benefits include generous paid time off and comprehensive medical and retirement options.

Qualifications

• Minimum of 3 years of experience in guest relations, front desk management, or hospitality management.
• At least 1–2 years in a supervisory or managerial role.
• Valid Driver’s License with Clean Driving Record required.

Responsibilities

• Lead concierge/front desk team to ensure smooth check-in/out and excellent guest service.
• Manage guest referrals, screening, and room allocation to maximize occupancy.
• Supervise front desk operations including phone inquiries and guest requests.
• Monitor facility readiness and cleanliness, coordinating with maintenance and housekeeping teams.
• Track and analyze occupancy data to inform decisions and improve operations.
• Resolve guest concerns and implement service recovery solutions.

Skills

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

Education

High School Diploma or Equivalent

Bachelor’s Degree

Job description

The American Cancer Society, Inc. is seeking a Guest Relations Manager in Rochester, Minnesota, to lead guest relations and oversee front desk operations. This role is crucial for ensuring a welcoming experience for patients and caregivers, managing referrals, room allocations, and supervising the guest relations team.

Ideal candidates have a minimum of 3 years of relevant experience and strong leadership and customer service skills. Benefits include generous paid time off and comprehensive medical and retirement options.