On-Call Concierge – Hope Lodge: (Day, Evening, Overnight & Weekends)

This is an on-call, as-needed position. Hours are not guaranteed and will vary based on staffing needs, including planned PTO coverage, call-offs, and other absences.

Candidates with broad availability are strongly preferred!

Coverage may include daytime shifts (approximately 7:30 AM–4:00 PM), evening shifts (approximately 4:00 PM–11:00 PM), and occasional overnight shifts. Weekend availability is required.

Most planned coverage is scheduled approximately two weeks in advance; however, candidates should also have some flexibility to accept occasional shifts with less than 24 hours' notice due to unexpected call-offs.

The pay rate will be $19.50/hr.

ESSENTIAL FUNCTIONS:

• Greet guests and manage check-in and check-out procedures (30%)

• Provide information about lodge amenities and community resources (20%)

• Coordinate transportation and Hope Lodge services and schedules (15%)

• Respond to guest requests, concerns, and emergencies (15%)

• Maintain an organized front desk area and accurate guest records (10%)

• Monitor lobby security and implement safety protocols (10%)

Depending on the shift being covered, responsibilities may also include:

• Answering incoming phone calls

• Processing guest referrals

• Conducting room checks

• Providing new-guest tours

• Supporting guest check-outs during daytime shifts

• Supporting guest check-ins and tours during evening shifts

• Maintaining front desk coverage until the next scheduled team member arrives

EXPERIENCE/QUALIFICATIONS:

• High School Diploma or Equivalent

• Additional education or training in hospitality management or customer service is a plus.

• Previous experience in hospitality, guest services, retail, nonprofit services, or a related customer-facing environment is preferred.

• Minimum 1 year of customer service experience preferred.

KNOWLEDGE, SKILLS, AND ABILITY:

• Strong communication and interpersonal skills

• Friendly, personable, and guest-focused approach

• Ability to work independently and multitask

• Strong customer service and problem-solving skills

• Ability to maintain accurate records and follow established procedures

• Proficiency with Microsoft Office and general computer systems

• Ability to work flexible hours, including daytime, evening, overnight, and weekend shifts as available

• Dependability and willingness to provide both planned and occasional short-notice coverage

SCHEDULE EXPECTATIONS:

This position is intended to provide meaningful on-call coverage for the lodge. Candidates should have enough flexibility to work more than one or two shifts per month.

Typical coverage may include:

• Day Shift: approximately 7:30 AM–4:00 PM

• Evening Shift: approximately 4:00 PM–11:00 PM

• Overnight Shift: as needed

• Weekends: preferred

Known PTO coverage is typically scheduled approximately two weeks in advance. Unexpected staffing needs may occasionally require availability with less than 24 hours' notice.

TRAVEL REQUIREMENTS:

• Minimal travel required.

PHYSICAL REQUIREMENTS:

• The role may require extended periods of standing and walking, particularly during front desk duties, room checks, and while assisting guests.

• Occasional lifting and moving of luggage, packages, supplies, or other items may be necessary.

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

• The role may involve physical endurance to manage multiple responsibilities and assist guests throughout the shift.