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Guest Satisfaction Manager

posted February 5, 2020

Schulte Hospitality Group
Louisville, KY
624194 l

About This Job

Position Purpose: Ideal candidate should possess a strong initiative and desire for personal achievement. Must be familiar with Marriott core brand standards of service and core brand initiatives. 


  • Support Red Zone hotels providing analysis of primary factors driving GSS scores
  • Collaborate with SVP and Brand Performance Manager to develop, implement and execute action plans targeted at improving GSS ITR scores as well as key GSS department metrics (Check in Speed, Elite recognition, cleanliness, etc.)
  • Aide in defining programs to increase guest satisfaction scores and achieve performance goals
  • Collaborate with Brand Performance Managers and property leaders to ensure standards are followed
  • Comply with all corporate human resources and accounting procedures.
  • Perform other duties as assigned to meet business objectives.


  • Excellent verbal and written communication and presentation skills with the ability to communicate upward
  • Minimum of 3 to 5 years of recent Marriott branded experience, preferably, select service brands at a GM level
  • Prior experience in front office and housekeeping as the leader of those departments preferred
  • Fosse PMS system knowledge required
  • Willingness to travel up to 100% of the time with a typical schedule being 10 days on and 4 days off. 
  • Maintain efficiency and effectiveness as this is a remote based position


  • Proficient computer skills, including but not limited to Internet and Microsoft Office programs.

Job Competencies:

  • Commitment to Task: Demonstrates dependability and shows a sense of urgency about getting results; willing to commit the hours it takes to get the job completed; takes responsibility for actions and achieves results; overcomes obstacles.
  • Communication Skills: Presents ideas, concepts, and information effectively and clearly through the spoken word; actively listens; communicates comfortably with various audiences; responds effectively to questions.
  • Flexibility: Adapts and changes course of action when appropriate; effectively transitions from task to task; deals well with unresolved situations, frequent change, delays, or unexpected events; maintains objectives amidst shifting priorities.
  • Initiative: Takes action proactively; addresses issues or opportunities without supervision; focuses on desired results and accomplishments; demonstrates clear purpose, enthusiasm, and a "can-do" attitude.
  • Managing Execution: Manages multiple projects and effectively prioritizes tasks, responsibilities, and goals; uses goals to guide actions and creates detailed action plans; organizes and schedules people and tasks; utilizes resources effectively to meet goals.
  • Teamwork: Works cooperatively with others to accomplish business goals and objectives; asks others for their ideas and opinions; supports team's decisions; contributes to the team's efforts.

Schulte Hospitality Group is an Equal Opportunity Employer


About This Employer

Schulte Hospitality Group

2000 High Wickham Place
Suite 300
Louisville, KY 40245

(502) 489-3737

Corporate Office


Schulte Hospitality Group was formed by several generations of experienced and quality innkeepers who had a passion for the business and the drive and fortitude sought by many owners. We have assembled an experienced team with talents encompassing all aspects of hospitality that has meant measured success for our clients, loyalty and pride from our employees and recognition in the industry.



We strongly believe that all of our hotels must be active in their local communities. Our team members participate in various community projects and with charitable organizations, organized at both the property and corporate levels. At the corporate office, we support several organizations that help those in need in order to build a better community.


Saving energy is not just a cost-saving function at Schulte Hospitality Group; we believe that it is also our responsibility. As a company, we evaluate various methods to reduce energy consumption, and make a strong effort to use renewable and sustainable resources.


At Schulte Hospitality we believe that it is the people that are our biggest asset. The special service touches that make our hotels unique and stand out above the competition are only provided by a caring and engaged staff.

At our hotels we provide competitive benefits along with an atmosphere designed to encourage and promote a career path within the company.