The posting
Schulte Hospitality Group is seeking a energetic, experienced, and hands on Concierge Supervisor to join our team at Saint Johns Resort! 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
- 401k 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
- Serve as an extension of the Sales and Event Services teams by providing a consistent point of contact and exceptional guest service for groups, meetings, conventions, weddings, and special events taking place throughout Saint John’s Resort.
- Develop strong working relationships with Sales, Catering, Conference Services, Banquets, Front Office, and other operational departments to ensure seamless communication and execution of group and event needs.
- Serve as a primary Concierge resource for hotel guests, meeting planners, VIPs, and attendees participating in events throughout the Resort.
- Maintain comprehensive knowledge of the Resort’s meeting and event spaces, including locations, capacities, layouts, amenities, entrances, restrooms, dining outlets, parking, and other key guest touchpoints.
- Maintain awareness of daily Resort activities and event schedules, including groups in-house, event locations, agendas, VIP attendees, transportation needs, meal functions, receptions, and special requirements.
- Proactively monitor the arrival and movement of groups and event attendees throughout the property, identifying opportunities to enhance the guest experience and address service needs.
- Welcome and orient meeting planners, VIPs, speakers, executives, and other key event attendees upon arrival and provide personalized assistance throughout their visit.
- Assist guests and event attendees with directions, schedules, meeting locations, dining options, transportation, Resort amenities, and local area recommendations.
- Maintain a visible, professional, and approachable Concierge presence in high-traffic guest and event areas, particularly during major meetings, conventions, weddings, and special events.
- Conduct or coordinate property and meeting-space tours for prospective clients, meeting planners, VIPs, and event attendees as requested.
- Support pre-arrival preparation by identifying VIPs, special requests, amenities, transportation requirements, accessibility needs, and other service opportunities.
- Coordinate with appropriate departments to ensure special requests and commitments made during the sales and planning process are communicated and executed accurately.
- Maintain awareness of event-related changes throughout the day and communicate relevant updates to Concierge, Front Office, Banquets, Housekeeping, Engineering, and other affected departments.
- Respond promptly to guest and attendee requests, concerns, and service opportunities, coordinating with appropriate departments to achieve timely and effective resolution.
- Support Sales and Event Services during site visits, client visits, industry events, and other business-development activities as requested.
- Build strong relationships with meeting planners, repeat groups, and event contacts through exceptional service and proactive communication.
- Communicate guest feedback, service recovery opportunities, recurring needs, and notable successes to appropriate leaders to support continuous improvement of the guest and event experience.
- Assist with Concierge scheduling, daily task assignments, and workflow to ensure appropriate coverage and service levels.
- Assist with departmental training and onboarding of new Concierge team members and provide ongoing coaching, guidance, and performance feedback.
- Monitor departmental supplies and communicate inventory, equipment, or maintenance needs to management.
- Maintain Saint John’s Resort standards for personal appearance, grooming, uniform, and name tag requirements.
- Maintain a friendly, professional, positive, and guest-focused demeanor at all times.
- Attend departmental and Resort meetings as required.
- Perform other duties and responsibilities as assigned by management.
EDUCATION AND EXPERIENCE
- High school degree or equivalent
- Previous hotel, hospitality, Concierge, Front Office, or guest service experience required.
- Previous supervisory or leadership experience preferred.
- Knowledge of local attractions, restaurants, entertainment, transportation, and area activities preferred.
KNOWLEDGE, SKILLS AND ABILITIES
- Ability to lead, motivate, coach, and develop team members while maintaining a positive and professional work environment.
- Excellent interpersonal, communication, and guest service skills.
- Ability to communicate information and expectations clearly and effectively with guests, associates, management, and other departments.
- Strong organizational skills with excellent attention to detail and the ability to prioritize and delegate responsibilities in a fast-paced environment.
- Ability to anticipate, identify, and resolve guest and operational concerns using sound judgment and established Resort guidelines.
- Ability to remain composed, objective, and professional while managing stressful or high-pressure situations.
- Strong listening skills with the ability to understand, clarify, and appropriately respond to concerns raised by guests and associates.
- Ability to work collaboratively across departments and foster strong interdepartmental communication.
- Ability to maintain confidentiality regarding guest information, Resort operations, and associate matters.
- Must be flexible and available to work varying shifts based on business needs, including nights, weekends, and holidays.
*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.
