Guest Services Leader

Pilot Company is seeking a Guest Services Leader to manage guest service operations and lead a dedicated team at our travel center location in Mill Hall, PA. This full-time position offers the opportunity to shape the guest experience for travelers passing through our facility and build a high-performing hospitality team.

Position Summary

As Guest Services Leader, you'll oversee all aspects of guest service delivery at our Mill Hall location. You'll be responsible for leading a team of service representatives, setting and maintaining service standards, and creating a welcoming environment that reflects Pilot Company's commitment to hospitality. This role combines operational oversight with hands-on leadership, ensuring every guest receives excellent service while your team operates efficiently and professionally.

Day-to-Day Responsibilities

• Lead, supervise, and mentor a team of guest service representatives to deliver consistent, high-quality hospitality
• Oversee daily guest service operations, including staffing, scheduling, and coverage planning
• Address guest concerns and complaints promptly, turning service challenges into opportunities to build loyalty
• Monitor and maintain cleanliness, organization, and appearance standards throughout the guest service area
• Train new team members and provide ongoing coaching to develop skills and drive performance
• Track service metrics and guest satisfaction scores; identify and implement improvements
• Ensure compliance with company policies, safety protocols, and operational procedures
• Collaborate with other departments to coordinate seamless service delivery across the travel center

Who We're Looking For

• Proven leadership experience managing hospitality, retail, or customer service teams
• Strong communication and interpersonal skills, with the ability to inspire and motivate a diverse team
• Customer service excellence mindset and commitment to solving problems creatively
• Experience in retail operations or travel center environments strongly preferred
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities
• Reliable, professional demeanor with strong organizational and time-management skills
• High school diploma or equivalent; some college or management coursework a plus

About the Company

Pilot Company operates travel centers across North America, serving professional drivers, families, and travelers with food, fuel, shopping, and hospitality services. We're dedicated to making every guest visit comfortable, convenient, and memorable. At Pilot Company, your leadership directly impacts guest experiences and team success.

Apply Today

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