Guest Service Representative

Guest Experience Specialist

Schulte Hospitality Group is seeking an energetic, experienced, and hands on Guest Experience Specialist to join our team! Schulte Hospitality Group is an organization whose success is rooted in its service culture. Our mission is to exude hospitality, be respectful and authentic, prioritize the needs of our internal and external stakeholders above our own, and continuously strive to make a positive impact in all we do. We are passionate hoteliers eager to add like-minded people to our rapidly growing team!

What's in it for you? When you join Schulte Hospitality Group you'll be part of a team committed to an inclusive, employee-focused workplace that is invested in your development. We want you to feel engaged, empowered, and excited to grow with us. After all, we believe our greatest and most valuable asset is our people! Schulte Hospitality Group provides a rewarding, fun and flexible work environment, exciting perks, an atmosphere designed to encourage and promote career growth within the company and a robust benefit package including, but not limited to:

• Work Today, Get Paid Today, with Daily Pay!
• Free Telemedicine and Virtual Mental Health care access for all Associates starting day one!
• Multiple Health Insurance and Life Insurance options
• 401 k Plan + Company Match for eligible associates
• Paid Parental Leave
• Paid Time Off
• Holiday Pay
• Pet Insurance
• Employee Assistance Program
• Schulte Savings Marketplace Discounts on event tickets, electronics, gym memberships + more!

Our Company: Schulte Hospitality Group is a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry. We are a diverse team of innovative hoteliers and restauranteurs operating more than 200 locations across 38 states and 3 countries. Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG and Hyatt as well as many unique, independent, boutique and lifestyle properties and restaurants.

Job Duties and Responsibilities

• Manage hotel amenity program, reviews options with guests, prepares, and delivers them as assigned and needed
• Review current and upcoming VIP arrival
• Inspect VIP rooms and pre-set amenities
• Reach out to each VIP and special occasion guests 1 week prior to their arrival
• Reach out to each VIP and special occasion guest during their stay
• Review incoming packages and special rate code guests
• Review all group resumes and be knowledgeable of group contacts and group goals
• Gain familiarity and be the expert on property for information on the city's geography, restaurants, amenities, clubs and tourism industries to provide accurate information to hotel guests
• Personally develop relations with well-established services: baby-sitters, florists, beauty and barber shops, in room spa services, local convention and visitor bureau, and local venues
• Be familiar with all local events and activities and communicate those events to entire staff
• Recommends community activities to guests
• Work with housekeeping when lobby and public area needs attention and ensures it is presentable by organizing books, fluffing pillows, wiping down high touch areas
• Assist Front Desk with phones, guest communication, check-ins and check-outs when necessary
• Assist leadership with maintaining Pass-On log with Front Office team
• Observe Front Office, F&B, and Valet guest interactions. Encourage positive and informative guest encounters through communication with associates
• Other duties as assigned

Education and Experience

• Minimum of years in hotel customer service experience
• Minimum of 1 year of concierge experience or like position
• Minimum of High School education, post-high school education preferred

Knowledge, Skills and Abilities

• OnQ and Kipsu working knowledge preferred
• Outgoing personality
• Ability to communicate effectively verbally and written
• Team player
• Ability to exceed expectations of guests
• Customer service focus

* The hiring process may consist of a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. This job description is only intended to provide a general description of the benefits and compensation applicable to this position. Paid Time Off (PTO) is available for eligible associates in accordance with the Company's Paid Time Off policy. Specific compensation and benefit details will be discussed during the interview process.

* Schulte Hospitality Group is an Equal Opportunity Employer.