Guest Services Manager

EOS Hospitality•Conway, SC

84d•Onsite

About The Position

The Guest Services Manager oversees the daily operations of the Front Desk, Reservations, Gate, and Guest Services departments and serves as a primary point of contact for the resort’s annual, repeat, and long-term guests. This position is responsible for ensuring a seamless guest experience and for managing the guest resolution process from initial contact through final resolution. The Guest Services Manager takes ownership of guest inquiries, concerns, complaints, and service recovery matters, working directly with the appropriate departmental leaders when an issue involves Housekeeping, Maintenance, Food & Beverage, Recreation, Rangers/Security, Grounds, or another area of the resort. The Guest Services Manager is expected to resolve guest matters at their level of authority whenever reasonably possible and elevate matters to the Assistant General Manager only when additional authorization is required, an appropriate resolution cannot be achieved, or the nature or severity of the matter warrants senior leadership involvement. The Guest Services Manager also serves as a key resort leader and is authorized to act on behalf of the Assistant General Manager when the AGM is unavailable or out of the office. In this capacity, the Guest Services Manager provides leadership, direction, and operational decision-making within established company policies and the authority of the position. The ideal candidate is a proactive, highly visible hospitality leader with exceptional communication, organization, follow-through, and problem-solving skills who demonstrates strong ownership, accountability, sound judgment, and a commitment to guest satisfaction, team development, and operational excellence.

Requirements

Bachelor’s degree in Hospitality, Business, or related field preferred.
Equivalent hospitality leadership and operational experience will be considered.
3–5 years of hospitality, resort, hotel, or customer service experience.
Previous supervisory or management experience preferred.
Front Office and Reservations experience preferred.
Experience with guest service recovery and conflict resolution preferred.
Experience working with annual, long-term, or repeat guests preferred.
Strong leadership, communication, and customer service skills.
Exceptional guest-service and hospitality mindset.
Excellent problem-solving, decision-making, and conflict-resolution abilities.
Ability to independently assess guest concerns and determine appropriate resolutions.
Strong sense of ownership, accountability, and follow-through.
Ability to communicate effectively and professionally with guests, team members, departmental leaders, and senior leadership.
Ability to remain composed and professional when handling difficult or sensitive guest situations.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities in a fast-paced resort environment.
Proficiency with PMS, reservation systems, guest communication platforms, and Microsoft Office.
Ability to maintain confidentiality and exercise sound judgment when representing resort leadership.
Commitment to guest satisfaction, service excellence, and the reputation of Sun Outdoors Myrtle Beach.
Ability to stand and walk for extended periods.
Ability to occasionally lift up to 25 pounds.
Ability to maintain a visible presence throughout the resort as operational needs require.
Availability to work evenings, weekends, holidays, and peak operating periods as needed.
Flexibility to adjust scheduled hours and provide operational coverage when necessary, including stepping in to cover departmental shifts during call-outs, staffing shortages, peak periods, or other business needs.

Responsibilities

Serve as a primary resort-level point of contact for guest inquiries, concerns, complaints, and service recovery involving accommodations, RV sites, annual sites, amenities, facilities, activities, Food & Beverage, Housekeeping, Maintenance, Rangers/Security, and other resort services.
Take ownership of guest concerns from initial contact through final resolution rather than simply referring guests to another department.
Assess guest concerns, determine appropriate next steps, and exercise sound judgment and service-recovery authority to resolve matters whenever reasonably possible.
Communicate and coordinate directly with the appropriate departmental leader when a guest concern involves another area of the resort, ensuring corrective action is assigned, followed through, and completed.
Follow up with guests after corrective action or service recovery to confirm their concern has been appropriately addressed.
Respond to incoming guest communications requiring resort-level assistance, including calls and emails received from the Call Center and guests who contact the resort directly.
Ensure guest communications are acknowledged, researched, responded to, documented, and brought to resolution in a timely manner.
Maintain accurate documentation of significant guest communications, concerns, actions taken, departmental follow-up, service recovery, and final resolution.
Monitor guest feedback, reviews, satisfaction metrics, and recurring service concerns and work with departmental leaders to identify and implement opportunities for improvement.
Maintain a professional, calm, and solution-oriented approach when handling difficult, sensitive, or escalated guest situations.
Serve as a primary point of contact for annual guests, addressing account questions, payments, communications, concerns, policies, service needs, and other matters associated with the annual guest program.
Build and maintain positive relationships with annual, repeat, and long-term guests while ensuring consistent and fair application of resort policies and procedures.
Promote a welcoming, professional, and service-focused environment throughout all guest interactions.
Represent Sun Outdoors Myrtle Beach professionally when interacting with guests, team members, departmental leaders, vendors, partners, and other stakeholders.
Manage the daily operations of the Front Desk, Reservations, Gate, and Guest Services departments.
Ensure accurate and efficient reservations, check-ins, check-outs, account management, and guest communications.
Lead, train, coach, schedule, and develop Front Office and Reservations team members while maintaining accountability for established service and operational standards.
Manage departmental scheduling, timecard approvals, attendance, training, coaching, and performance evaluations.
Develop, implement, communicate, and enforce guest service policies, procedures, and operational standards.
Coordinate closely with Housekeeping, Maintenance, Food & Beverage, Recreation, Rangers/Security, Grounds, and other resort departments to provide a seamless guest experience.
Serve as a liaison between Guest Services and departmental leadership to ensure guest-impacting operational issues are communicated, assigned, followed through, and resolved.
Support special events, group bookings, peak occupancy periods, and other resort-wide operational needs.
Assume additional Front Office responsibilities, projects, administrative duties, and operational functions as assigned based on resort and business needs.
Step in to provide operational coverage when necessary based on staffing levels, business demands, or other resort needs.
Act on behalf of the Assistant General Manager when the AGM is unavailable or out of the office, providing leadership, direction, and operational decision-making within the authority of the position and established company policies.
Provide appropriate direction and support to departmental leaders and team members when acting on behalf of the AGM.
Maintain a visible leadership presence throughout the resort and serve as a role model for professionalism, hospitality, accountability, and guest service.
Foster a team-focused environment that encourages collaboration, communication, ownership, accountability, and timely follow-through.
Attend departmental and resort leadership meetings and required training sessions.
Analyze service metrics and operational reports to identify trends, recurring concerns, and opportunities for improvement.
Monitor departmental labor and expenses and assist with budget management and expense controls.
Ensure compliance with company policies, hospitality standards, safety regulations, and established operating procedures.
Understand and follow safe work practices, including Emergency Evacuation Procedures, Violence in the Workplace, Accident Reporting, OSHA Compliance, and Bloodborne Pathogen Procedures.
Comply with all policies outlined in the Employee Handbook, Property Supplement, and other company communications, including time and attendance, uniform and dress code, anti-harassment, and workplace substance policies.
Maintain confidentiality and exercise sound judgment when handling guest, employee, operational, and business information.