Concierge, Hope Lodge; On-Call

Position: Concierge, Hope Lodge (On-Call)
At the American Cancer Society, we're leading the fight for a world without cancer. Our employees and 1.5 million volunteers are raising the bar every single day. We actively seek candidates from diverse backgrounds including communities of color, the LGBTQ community, veterans, and people with disabilities. The greater the diversity of our people, the better we can 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 On-Call Concierge at Hope Lodge is the frontline ambassador for our guests, providing exceptional service and support to ensure their comfort and satisfaction during their stay. Responsible for managing the front desk operations, the Concierge's dedication to customer service, attention to detail and ability to multitask contributes to creating a positive and welcoming environment for our guests.

MAJOR RESPONSIBILITIES

Front Desk Responsibilities:

• Greet guests and visitors with warmth and hospitality upon arrival.
• Assist guests with check-in and check-out procedures, ensuring a smooth and pleasant experience.
• Provide information about Hope Lodge amenities, services, and local attractions.
• Handle guest inquiries, requests, and concerns promptly and professionally.
• Maintain a neat and organized front desk area, ensuring a welcoming atmosphere for guests.

Transportation Management:

• Manage transportation services for guests, including arranging transportation to and from appointments.
• Coordinate transportation schedules and ensure timely pick-up and drop-off for guests.
• Drive guests to appointments in a safe and courteous manner, adhering to traffic laws and regulations.
• Maintain cleanliness and safety of transportation vehicles, performing routine inspections and maintenance as needed.

Administrative Support:

• Manage incoming calls, emails, and correspondence, directing them to the appropriate staff members.
• Maintain accurate guest records, including check-in/out information, contact details, and special requests.
• Process reservations and room assignments in accordance with established procedures.
• Assist with administrative tasks such as filing, data entry, and photocopying.

Safety and Security:

• Monitor the lobby area and ensure the safety and security of guests and property.
• Implement security protocols and procedures, including guest identification and access control.
• Respond to emergencies or incidents promptly and effectively, following established protocols.

FORMAL KNOWLEDGE

• High School diploma or Equivalent, additional education or training in hospitality management or customer service is a plus.
• Previous experience in hospitality, guest services, or a related field is preferred.

SPECIALIZED TRAINING OR KNOWLEDGE

• Excellent communication and interpersonal skills, with a friendly and empathetic demeanor.
• Strong organizational and multitasking abilities, with attention to detail.
• Proficiency in computer skills, including Microsoft Office Suite and reservation systems.
• Proficiency in using multi line telephone systems.
• Ability to work independently and as part of a team in a fast-paced environment.
• Availability to work flexible hours, including evenings, weekends, and holidays.

COMPETENCIES/SKILLS

• Customer Service:
  Exceptional customer service skills are essential for interacting with guests and providing assistance with their needs and inquiries.
• Communication:
  Strong verbal communication skills are necessary for effectively conveying information to guests and coordinating transportation services.
• Interpersonal
  
  Skills:
  
  The ability to interact professionally and courteously with guests, staff, and transportation providers is crucial for maintaining a positive guest experience.
• Time Management:
  Effective time management skills are necessary for managing front desk responsibilities and coordinating transportation schedules efficiently.
• Problem-Solving:
  Strong problem-solving skills are important for addressing guest concerns and resolving transportation issues promptly and effectively.
• Attention to Detail:
  Attention to detail is essential for accurately processing guest information,…