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 Night Lead is responsible for overseeing overnight operations and ensuring the safety, security, and comfort of guests during their stay. With a focus on maintaining a welcoming environment and addressing guest needs, the Night Supervisor plays a critical role in supporting the mission of Hope Lodge to provide compassionate accommodations and support services to cancer patients and their caregivers.
The schedule for this role is 12:00am - 8:00am, Friday, Sunday and Sunday at $25.46 per hour. This role includes full benefits.

FORMAL KNOWLEDGE

• High school diploma or equivalent; additional education or training in hospitality management, security, or related field preferred.
• Minimum 1 year experience in hotel, hospitality, healthcare or a related field, with knowledge of overnight operations, guest services, and night auditing procedures.

SPECIALIZED TRAINING OR KNOWLEDGE

• Excellent communication and interpersonal skills, with the ability to interact effectively with guests, staff, and stakeholders from diverse backgrounds and handle sensitive or challenging situations with professionalism and empathy.
• Knowledge of security procedures, emergency response protocols, and safety regulations, with the ability to manage emergencies and crisis situations effectively and ensure the safety and security of guests and staff.
• Ability to work independently and make sound decisions under pressure, demonstrating resourcefulness, adaptability, and problem-solving skills in a fast-paced and dynamic environment.
• Availability to work overnight shifts, including weekends and holidays, with flexibility to respond to emergencies or unexpected situations as needed.

COMPETENCIES/SKILLS

• Communication: Excellent verbal and written communication skills are necessary for effectively communicating with guests, staff, and stakeholders, as well as for providing clear instructions, information, and feedback.
• Problem-Solving: Ability to identify challenges, analyze issues, and develop creative solutions to address obstacles and optimize operational effectiveness, demonstrating resilience, adaptability, and resourcefulness.
• Customer Service: Exceptional customer service skills are crucial for providing a welcoming and supportive experience to guests, addressing inquiries, concerns, and requests promptly and courteously.
• Security Management: Knowledge of security procedures, emergency response protocols, and safety regulations is important for implementing and enforcing security measures to protect guests, staff, and property during overnight hours.
• Crisis Management: Proficiency in crisis management techniques is essential for effectively managing emergencies and crisis situations, including medical emergencies, security incidents, and facility issues, coordinating response efforts and communicating with appropriate stakeholders as necessary.
• Organizational Skills: Strong organizational skills are necessary for managing administrative tasks, coordinating activities, and maintaining accurate records and documentation during overnight shifts.
• Attention to Detail: Attention to detail is critical for ensuring accuracy in administrative tasks, monitoring guest rooms and common areas for cleanliness and maintenance and identifying any issues or concerns that require attention.
• Time Management: Effective time management skills are essential for prioritizing tasks, managing multiple responsibilities, and meeting deadlines in a fast-paced and dynamic overnight environment.
• Adaptability: Flexibility and adaptability are important for responding to changing guest needs, priorities, and situations, as well as for managing unexpected events or emergencies that may occur during overnight shifts.
• Interpersonal Skills: Strong interpersonal skills, including empathy, patience, and sensitivity, are necessary for interacting with guests and staff, particularly during challenging or emotional circumstances, and for building positive relationships and rapport.
• Computer Skills: Proficiency in computer skills, including familiarity with reservation systems, accounting software, and Microsoft Office Suite, is important for performing.

• Guest Services: Address guest inquiries, concerns, and requests during overnight hours, providing assistance, information, and support as needed to ensure a positive and comfortable experience for guests.
• Security and Safety: Implement and enforce security procedures and safety protocols to protect guests, staff, and property during overnight hours, conducting regular patrols and inspections to monitor for any potential risks or hazards.
• Emergency Response: Manage emergencies and crisis situations effectively, including medical emergencies, security incidents, and facility issues, coordinating response efforts and communicating with appropriate stakeholders as necessary.
• Communication and Coordination: Maintain open communication with internal departments, including program staff, administrative staff, and maintenance staff, as well as external stakeholders such as healthcare providers and emergency services, to coordinate efforts and address any issues or concerns that arise overnight.
• Administrative Tasks: Perform administrative duties such as completing nightly reports, updating guest records, and managing room inventory, ensuring accuracy and efficiency in all administrative tasks.
• Quality Assurance: Conduct regular inspections of guest rooms and common areas to ensure cleanliness, maintenance, and compliance with Hope Lodge standards, addressing any deficiencies or issues promptly and appropriately.
• Night Auditing: Perform night auditing duties, including reconciling HMS, verifying Check In Data, and preparing reports, to ensure accuracy and compliance with HMS procedures.
• Housekeeping & Laundry: Reset the lodge for the next day. Conduct regular housekeeping to ensure first impressions are maintained throughout the lodge. Launder all of the days linens and reset linen room for next day.