On Call Concierge, Hope Lodge OVERNIGHT

About this role

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 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.

This is a part-time Concierge opening at our Hope Lodge facility in Birmingham, AL. This individual will be offered daytime and overnight shifts based on business needs that will typically entail working less than 20 hours/week and will not be benefits eligible.

Pay rate: $19.50ph

This role is also eligible for shift differential pay for hours worked outside of the regular day shift:

Shift Differential Pay: • 10% — Monday through Friday, for hours worked after 6:00 PM • 15% — Saturday and Sunday, for hours worked on weekend • 20% — For hours worked between 12:00 AM and 5:30 AM (Overnight shift differential)

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, maintaining organized records, and ensuring the safety and cleanliness of transportation vehicles.

• Flexibility: The ability to adapt to changing guest needs and transportation requirements is important for accommodating varying schedules and preferences.

• Physical Stamina: Physical stamina is necessary for standing for extended periods and lifting/moving luggage as needed during front desk duties.

• Teamwork: Willingness to work collaboratively with other staff members to ensure a seamless guest experience and support the overall operations of Hope Lodge.

SPECIAL MENTAL OR PHYSICAL DEMANDS • Standing and Walking: The role may require extended periods of standing and walking, particularly during front desk duties and while assisting guests.

• Lifting and Moving: Occasional lifting and moving of luggage, packages, or other items may be necessary when assisting guests with check-in, check-out, or transportation.

• Manual Tasks: Some manual tasks, such as carrying luggage or opening doors for guests, may be required during guest interactions.

• Physical Endurance: The role may involve physical endurance to handle the demands of a fast-paced environment, including managing multip

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