Guest Relations Manager, Hope Lodge

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

Guest Relations Manager

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.

Schedule: Sunday – Thursday, 11:00am – 7:30pm

Salary: $44,000

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 Clean Driving Record required.

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

TRAVEL REQUIREMENTS

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

PHYSICAL REQUIREMENTS

The Guest Relations Manager may need to spend extended periods standing or walking, especially during peak check‑in/check‑out times or while assisting guests throughout the facility. Occasionally lifting or carrying items such as luggage or supplies may be required. Other manual tasks such as arranging guest amenities or organizing front desk materials may be required. In emergencies, the Manager may need to respond quickly and assist guests in evacuating the facility or accessing emergency services, potentially involving physical exertion and mobility. 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.

We are a proud equal opportunity employer.