Director of Guest Experience - The Inn at Stonecliffe

Schulte Hospitality Group is seeking a dynamic, service-oriented Director of Guest Experience to join our team! SHG 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 SHG 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! SHG 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!

Employee Assistance Program

Schulte Savings Marketplace Discounts on event tickets, electronics, gym memberships + more! 

Our Company: Schulte Hospitality Group is a division of Schulte Companies, 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

 

Monitors daily status of rooms, rates, discount rates and packages.

Acts as the "Service Champion" for the Front Office and creates a positive atmosphere for guest relations across all departments.

Reviews each post-stay survey received from guests, follows up with guests regarding feedback, and celebrates wins with the Hotel Team.

Ensures recognition of employees is taking place across areas of responsibility.

Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

Reviews guest satisfaction results and other data to identify areas of improvement.

Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns.

Ensures staff communicates effectively with the Housekeeping team.

Regularly reviews department budget to meet budgeted wages and general expenses.

Ensures prompt and courteous service to guests.

Completes and monitors employee schedule.

Monitors VIP arrivals.

Hires, coaches and disciplines direct reports.

Interact positively and professionally with guests to resolve issues.

Acts as Manager on Duty

Works nights, weekends, and holidays as necessary.

Perform various other duties as assigned to meet business objectives

 

TEAM LEADERSHIP AND MANAGEMENT

Directly supervise and mentor the Front Desk Team and Guest Experience Supervisor, providing coaching, performance feedback, and professional development.

Partner with the Guest Experience Supervisor to ensure frontline teams are trained, motivated, and aligned with service expectations.

Foster a culture of accountability, hospitality, and guest advocacy.

 

 EDUCATION AND EXPERIENCE

Minimum of three (3) years in similar leadership role. (I.E. Front desk supervisor, Assistant Front Office Manager, Front Office Manager etc.)

Minimum of High School education, post-high school education preferred

Proven experience managing managers and leading cross-functional teams.

Strong strategic thinking and operational execution skills.

Exceptional communication, problem-solving, and leadership abilities.

 

WORKING CONDITIONS

Requires flexibility in working hours, including nights, weekends, and holidays.

May involve standing for extended periods and walking throughout the property.

Frequent interaction with guest contact points may require a polished and professional demeanor at all times. 

 

KNOWLEDGE, SKILLS AND ABILITIES

Basic math skills

Ability to communicate effectively verbally and in writing

Strong leadership skills

Ability to exceed expectations of guests and team members