Guest Relations Manager, Hope Lodge

American Cancer Society; San Antonio (TX); On-site; USD 48,000 - 60,000; Full time

Benefits offered by this job

Paid time off

Medical benefits

Dental benefits

Retirement plan

Wellness programs

Professional development

Job summary

American Cancer Society is seeking a Guest Relations Manager for our Hope Lodge facility. This full-time, salaried role oversees guest relations, front desk operations, and the concierge team to ensure a seamless and welcoming experience for patients and caregivers.

The role requires flexible scheduling, occasional on-call coverage, and some evening or overnight shifts, with a focus on operational efficiency and guest satisfaction. Minimum 3 years in related roles and a HS diploma are required.

Qualifications

• Minimum of 3 years in guest relations/front desk/hospitality management with supervisory experience.

Responsibilities

• Lead guest relations and front desk operations to ensure seamless, welcoming experiences for patients and caregivers.
• Supervise concierge staff, provide training, and optimize guest service quality.
• Coordinate guest amenities, transportation and special accommodations.
• Maintain accurate guest records and room inventory.
• Conduct regular inspections of rooms and public areas for cleanliness and readiness.
• Address guest feedback promptly and resolve concerns.

Skills

Leadership

Guest service

Team management

Communication

Analytical thinking

Education

High School Diploma or Equivalent

Bachelor's Degree

Tools

Guest management system

Reservation software

Job description

At the American Cancer Society, we're working to end cancer as we know it, for everyone. Our employees and 1.3 million volunteers are raising the bar every single day. We are a culture comprised of diverse backgrounds and experience, to better serve our communities.

The people who work at the American Cancer Society focus their diverse talents on our lifesaving mission. It is a calling. And the people who answer it are fulfilled.

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.

This is a full-time, salaried position scheduled for 37.5 hours per week.

As a member of the Hope Lodge management team, this position requires schedule flexibility, participation in rotating on‑call coverage, occasional evening or overnight coverage when needed, and some holiday coverage.

ESSENTIAL FUNCTIONS:

• 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 guest records and room inventory accurately (10%)
• Conduct inspections of guest rooms and public areas for readiness and cleanliness (10%)
• Address guest feedback and resolve concerns promptly (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 is 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, the Guest Relations Manager may need to lift or carry items such as luggage or supplies for guests, particularly during room turnarounds or when assisting with guest needs.
• Some manual tasks, such as arranging guest amenities or organizing front desk materials, may be required as part of daily operations, requiring manual dexterity and physical coordination.
• In the event of emergencies or crises, the Guest Relations Manager may need 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.

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.