Guest Service Manager |Planters Inn | Charleston, South Carolina

Planters Inn•Charleston, SC

About The Position

The Guest Service Manager oversees all Front Office operations at Planters Inn, ensuring a seamless and personalized guest experience from arrival to departure. The role manages the Front Desk, Concierge, and Valet teams and promotes exceptional service, accountability, teamwork, and Southern hospitality. The manager leads guest experience initiatives, resolves concerns, develops and coaches associates, and oversees daily operations, staffing, room inventory, guest accounts, service standards, and operational planning. The role also collaborates with other hotel departments and serves as a knowledgeable ambassador for Charleston and its attractions.

Requirements

At least three years of hotel Front Office experience; upscale or luxury hotel experience is preferred.
Previous supervisory or management experience.
Strong leadership, coaching, and team-development abilities.
Excellent verbal and written communication skills.
Proven ability to resolve guest concerns and deliver exceptional service recovery.
Knowledge of hotel operations, Front Office procedures, and guest service best practices.
Proficiency with Property Management Systems and hotel technology platforms.
Ability to work a flexible schedule, including evenings, weekends, and holidays.

Nice To Haves

Luxury hotel, boutique hotel, or Forbes/Four Diamond experience.
Concierge or guest relations experience.
Bilingual English/Spanish skills.
Knowledge of Charleston's hospitality, dining, and tourism landscape.

Responsibilities

Champion luxury service and personalized guest engagement.
Ensure seamless arrivals, departures, room assignments, upgrades, billing, and guest follow-up.
Resolve guest concerns professionally, empathetically, and urgently.
Anticipate guest needs and create experiences that encourage loyalty and repeat visits.
Monitor guest feedback and implement service recovery and improvement initiatives.
Recruit, train, coach, and mentor Front Office team members.
Foster a positive, collaborative, high-performing work environment.
Conduct performance evaluations and support career development conversations.
Recognize team achievements and maintain a visible presence in the lobby and guest areas.
Oversee daily Front Desk, Concierge, and Valet operations.
Maintain accurate room inventory and guest accounts.
Ensure adherence to luxury service standards, policies, and brand expectations.
Create and manage team schedules to align staffing with business demands.
Support departmental budgeting, labor management, and operational planning.
Use property management systems and reporting tools effectively.
Collaborate with Housekeeping, Engineering, Food & Beverage, and Sales teams.
Provide guests with knowledgeable recommendations about Charleston dining, shopping, cultural attractions, and experiences.
Support Concierge and Guest Services teams in creating local recommendations and promote Charleston's character to guests.