Guest Relations Manager, Hope Lodge

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

• 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%)

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.

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

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.

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 cer.org/benefits.

We are a proud equal opportunity employer.