Guest Relations Manager, Hope Lodge

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

Benefits offered by this job

Generous paid time off

Medical and dental benefits

Retirement benefits

Wellness programs

Professional development opportunities

Job summary

American Cancer Society, Inc. is seeking a Guest Relations Manager in Cleveland, Ohio to lead front desk operations and ensure a welcoming experience for patients and caregivers. This role manages referrals and supervises a team to optimize guest satisfaction.

The ideal candidate has at least 3 years of experience in guest relations or hospitality management, with strong leadership skills. Benefits include generous paid time off and professional development opportunities.

Qualifications

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

Responsibilities

• Manage guest referrals and check‑ins.
• Supervise concierge staff and provide training.
• Coordinate guest amenities, transportation, and special accommodations.
• Maintain accurate guest records and room inventory.
• Conduct inspections of guest rooms and public areas.
• Address guest feedback and resolve concerns.

Skills

Strong leadership and team‑management skills

Knowledge of hotel management systems

Strong interpersonal and customer‑service skills

Education

High School Diploma or Equivalent

Bachelor’s Degree

Job description

Job Summary

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. The position is Monday through Friday, 10:00 AM to 6:30 PM, with a rotating requirement to work one weekend per month. Salary: $44,000 per year.

Key Responsibilities

• Manage guest referrals and check‑ins to ensure timely registration and room assignments (30%)
• Supervise concierge staff and provide training for excellent guest service (25%)
• Coordinate guest amenities, transportation, and special accommodations (15%)
• Maintain accurate guest records and room inventory (10%)
• Conduct inspections of guest rooms and public areas for readiness and cleanliness (10%)
• Address guest feedback and resolve concerns promptly (10%)

Qualifications

• Minimum education: High School Diploma or Equivalent; preferred: Bachelor’s Degree
• Minimum 3 years of experience in guest relations, front desk management, or hospitality management, with 1–2 years in a supervisory or managerial role
• Valid driver’s license with a clean driving record

Knowledge, Skills, and Abilities

• 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

Travel Requirements

Initial training on site; otherwise minimal travel required.

Physical Requirements

The role may require extended periods of standing or walking, lifting or carrying items such as luggage, and performing physical tasks to maintain cleanliness and safety. In emergencies, rapid response and assistance to guests may be necessary.

Benefits

ACS provides generous paid time off, medical, dental, retirement benefits, wellness programs, and professional development opportunities. Further details are available on our careers site.

We are a proud equal‑opportunity employer.