Guest Services Supervisor

Towne Family of Companies • Hilton Head Island, SC

5d • Onsite

About The Position

The Guest Services Supervisor will train, coach, and supervise Guest Services Agents, ensuring excellent customer service and efficient reservation management. This role involves overseeing daily operations, managing guest contracts and payments, monitoring team performance, and acting as a liaison between shifts, guests, property owners, and other departments. The supervisor will also be responsible for coordinating with maintenance, housekeeping, and third-party vendors, facilitating new property onboarding, and ensuring accurate use of various software systems. A key aspect of the role is supporting the guest experience from inquiry to departure, managing departmental schedules, and handling travel insurance incentives. The position requires adherence to federal laws, rules, and regulations, including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).

Requirements

• Proven experience in hospitality, guest services, or reservations.
• Strong leadership and team-building skills.
• Excellent written and verbal communication skills.
• Proficiency with Track, Breezeway, Pulse, and related hospitality software (or willingness to learn).
• High attention to detail, organization, and time management.
• Customer-focused mindset with a commitment to guest satisfaction.
• Ability to work flexible hours, including weekends and holidays as needed.

Nice To Haves

• 3 years of Guest Services and/or management experience preferred.

Responsibilities

• Train, coach, and supervise all Guest Services Agents.
• Assign daily duties and schedules, ensuring optimal staffing.
• Act as liaison between shifts, communicating key updates and follow-ups.
• Provide ongoing coaching and performance feedback through scheduled 1:1s and team meetings.
• Foster a culture of excellent customer service.
• Oversee all reservation activities in Track, ensuring accurate reservation types and commission.
• Review and manage guest contracts, process payments, and ensure completion of all bookings.
• Utilize Track and Pulse to monitor team and individual performance.
• Ensure accurate processing of new, adjusted, or canceled reservations.
• Oversee Guest Web for payment collection and signed contracts.
• Ensure reservation goals are met, and conversion rates are optimized.
• Manage guest complaints with professionalism, finding effective solutions to ensure satisfaction.
• Answer phones, assist with high call volumes, and support the team in booking.
• Monitor and respond to voicemails, emails, leads, and online travel agent platforms in a timely manner.
• Ensure all communications are courteous, timely, and informative, with a focus on upselling and guest satisfaction.
• Oversee the creation and follow-through of all work orders in Breezeway.
• Manage the email/text messaging system within Breezeway.
• Coordinate with maintenance and housekeeping teams on guest-reported issues and property readiness.
• Collaborate with third-party vendors to support property aesthetics and guest experience.
• Facilitate new property onboarding and related processes.
• Utilize reporting tools to track revenue, booking volume, cancellations, call metrics, and guest satisfaction.
• Ensure accurate and efficient use of software systems including Track, Breezeway, phone systems, guest chat, keyless entry, and property readiness platforms.
• Serve as a liaison to property owners to optimize property performance and guest experience.
• Communicate policy, procedures, and contract details to prospective guests clearly and effectively.
• Support the guest experience from inquiry through departure, ensuring all needs are met.
• Manage the department’s scheduling and time-off requests.
• Oversee the travel insurance incentive program.
• Maintain thorough knowledge of all active and upcoming rental properties.
• Handle additional tasks and responsibilities as assigned by senior management.
• Adhere to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed