Guest Experience Manager - Hope Lodge

American Cancer Society, Inc.; Missouri; On-site; USD 40,000 - 48,000; Full time

Benefits offered by this job

Generous paid time off

Medical benefits

Dental benefits

Retirement benefits

Wellness programs

Professional development programs

Job summary

The American Cancer Society, Hope Lodge in Saint Louis, Missouri, seeks a Guest Relations Manager to lead the front desk and concierge team, ensuring smooth check-in/out and exceptional guest service for patients and caregivers.

You will manage referrals and room allocations, supervise guest relations operations, analyze occupancy data, and partner with maintenance to keep the facility welcoming and well run.

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

Responsibilities

• Lead concierge/front desk team to ensure smooth check-in/out and excellent guest service (30%)
• Manage guest referrals, screening, and room allocation to maximize occupancy (25%)
• Supervise front desk operations including phone inquiries and guest requests (15%)
• Monitor facility readiness and cleanliness, coordinating with maintenance and housekeeping teams (10%)
• Track and analyze occupancy data to inform decisions and improve operations (10%)
• Resolve guest concerns and implement service recovery solutions (10%)

Skills

Leadership

Team management

Customer service

Interpersonal skills

Data analysis

Education

High School diploma or equivalent

Bachelor's degree (preferred)

Tools

Hotel management systems

Reservation software

Job description

The American Cancer Society, Hope Lodge in Saint Louis, Missouri, seeks a Guest Relations Manager to lead the front desk and concierge team, ensuring smooth check-in/out and exceptional guest service for patients and caregivers.

You will manage referrals and room allocations, supervise guest relations operations, analyze occupancy data, and partner with maintenance to keep the facility welcoming and well run.