Guest Services Supervisor

Schulte Hospitality Group•Wilmington, NC

10d

About The Position

Schulte Hospitality Group is seeking a dynamic, service-oriented Guest Service Supervisor to join its team at Hotel Ballast. The role supports hotel front desk operations and upholds the company’s service culture by prioritizing hospitality, respect, authenticity, and the needs of internal and external stakeholders. The supervisor helps lead department staff, supports guest satisfaction, and may act as Manager on Duty as required. The position includes working nights, weekends, and holidays as necessary. The job description states that the hiring process may include interviews, a drug screen, background and reference checks, and a potential employment assessment. Specific compensation and benefit details will be discussed during the interview process; PTO is available to eligible associates in accordance with company policy.

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 approach.

Responsibilities

Provide high-quality service, anticipate guest needs, and exceed guest expectations.
Assign duties to staff to support efficient department operations.
Assist with training new associates and cross-training current associates.
Assist with interviewing and hiring department associates.
Promote teamwork and associate morale, treat people respectfully, 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 available rooms for walk situations and coordinate room blocking.
Check printed registration cards against arrival reports and correct discrepancies.
Ensure prompt and courteous guest service and pre-register guests according to standards.
Complete and monitor employee schedules.
Monitor VIP arrivals.
Notify the Maintenance Department of maintenance issues.
Track room 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 required.
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 completed today.
Free telemedicine and virtual mental health care access for all associates starting on day one.
Multiple health insurance and life insurance options.
401(k) plan with company match.
Paid parental leave.
Paid time off for eligible associates under company policy.
Holiday pay.
Pet insurance.
Employee Assistance Program.
Schulte Savings Marketplace discounts on event tickets, electronics, gym memberships, and more.