Guest Relations Manager, Hope Lodge

American Cancer Society, Inc.; Boston (MA); On-site; USD 47,430 - 57,970; 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 to lead operations at the front desk, ensuring excellent service for patients and caregivers. This role is pivotal in managing guest interactions, referrals, and room allocations while supervising a dedicated concierge and front desk team.

The ideal candidate has 3+ years of guest relations or hospitality management experience and possesses strong leadership and customer service skills. The position offers a competitive salary and a comprehensive benefits package.

Qualifications

• Minimum of 3 years of experience in guest relations or hospitality management, with at least 1-2 years in a supervisory role.
• Valid driver’s license with a clean driving record.

Responsibilities

• Lead concierge/front desk team to ensure smooth check-in/out.
• Manage guest referrals, screening, and room allocation.
• Supervise front desk operations including phone inquiries.
• Monitor facility readiness and cleanliness.
• Track and analyze occupancy data.
• Resolve guest concerns and implement service recovery solutions.

Skills

Strong leadership and team management skills

Knowledge of hotel management systems and reservation software

Strong interpersonal and customer service skills

Ability to analyze data and adjust processes to improve occupancy

Education

High School Diploma or Equivalent

Bachelor’s Degree

Job description

Compensation & Schedule

Salary: $52,700 per year plus a full benefits package. Schedule: 7:30am – 4:00pm, Tuesday through Saturday.

Job Overview

The Guest Relations Manager leads guest relations and front desk operations, ensuring a seamless and welcoming experience for patients and caregivers. This role manages referrals, room allocations, occupancy, and supervises the guest relations & concierge team to optimize guest satisfaction and operational efficiency.

ESSENTIAL FUNCTIONS

• 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%)

EXPERIENCE / 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 a clean driving record

KNOWLEDGE, SKILLS, AND ABILITY

• 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
• Capacity to work in a fast‑paced, guest‑facing environment

TRAVEL REQUIREMENTS

Travel required for initial training upon hire, otherwise minimal travel required.

PHYSICAL REQUIREMENTS

• Extended periods of standing or walking, especially during peak check‑in/check‑out times or when assisting guests throughout the facility.
• Ability to lift or carry items such as luggage or supplies for guests, particularly during room turnarounds or when assisting with guest needs.
• Manual tasks such as arranging guest amenities or organizing front desk materials may be required, requiring manual dexterity and physical coordination.
• In emergencies or crises, ability to respond quickly and assist guests in evacuating the facility or accessing emergency services, potentially involving physical exertion and mobility.
• Conducting room inspections to ensure cleanliness, safety, and readiness for guest occupancy may involve walking throughout the facility and performing physical tasks such as checking bedding, supplies, and amenities.

BENEFITS

ACS 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.

EEO STATEMENT

We are a proud equal‑opportunity employer.