Guest Services Supervisor

Schulte Companies • Wilmington, NC

8d

About The Position

Schulte Hospitality Group is seeking a service-oriented Guest Services Supervisor to join its team at Hotel Ballast. The role supports hotel front desk operations and is responsible for providing high-quality guest service, coordinating daily front desk activities, and helping lead and develop associates. The supervisor may also act as Manager on Duty and must be available to work nights, weekends, and holidays as necessary.

Schulte Hospitality Group describes its culture as service-focused, inclusive, employee-focused, and supportive of associate development. The company operates more than 200 locations across 38 states and 3 countries, with a portfolio that includes major hotel brands and independent properties. The hiring process may include interviews, screening, reference checks, and a potential employment assessment. PTO is available to eligible associates under company policy; compensation and benefit details are discussed during the interview process.

Requirements

• In-depth knowledge of hotel Front Desk operations.
• Experience with PEP.
• Basic math skills.
• Ability to communicate effectively verbally and in writing.
• Strong leadership skills.
• Ability to exceed the expectations of guests and team members.
• Excellent time management skills.
• Ability to multitask.
• Team-player orientation.

Responsibilities

• Provide the highest quality of service to guests and anticipate and exceed their expectations.
• Assign staff duties to support efficient department operations.
• Assist with training new associates and cross-training existing associates.
• Assist with interviewing and hiring associates for the department.
• Promote teamwork and associate morale, treat people with respect, and recognize associate successes.
• Know emergency procedures and ensure staff respond appropriately; assist the Emergency Response Team as needed and know the location and use of fire extinguishers.
• Monitor daily room status, rates, discount rates, and packages.
• Maintain a current list of rooms available for walk situations and coordinate room blocking.
• Check printed registration cards against arrival reports and correct discrepancies.
• Ensure prompt and courteous guest service and preregister guests according to standards.
• Complete and monitor employee schedules.
• Monitor VIP arrivals.
• Notify the Maintenance Department of maintenance issues.
• Track rooms to ensure accurate status and readiness for check-in.
• Interact professionally and positively with guests to resolve issues.
• Demonstrate knowledge of EEO policy, Fair Employment Practices, and the Fair Labor Standards Act, and promote a harassment-free work environment.
• Act as Manager on Duty as needed.
• Work nights, weekends, and holidays as necessary.
• Perform other duties as assigned to meet business objectives.

Benefits

• Daily Pay, allowing associates to get paid today for work today.
• Free telemedicine and virtual mental health care access for all associates starting on day one.
• Multiple health insurance options.
• Life insurance options.
• 401(k) plan with company match.
• Paid parental leave.
• Paid time off for eligible associates, according to company policy.
• Holiday pay.
• Pet insurance.
• Employee Assistance Program.
• Discounts through the Schulte Savings Marketplace, including event tickets, electronics, and gym memberships.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed