Guest Services Manager

Job Details: Job Location: Church Street Inn - Charleston, SC 29401. Position Type: Full Time. POSITION SUMMARY The Guest Service Manager coordinates the activities of resort personnel as directed by the General Manager and assists them with the management of resort operations. Success comes from ensuring owners and guests receive memorable vacation experiences and exceptional service. ESSENTIAL FUNCTIONS Manages the Front Desk operation, consistent with standard operating procedures. Quickly and effectively establishes rapport with owners, guests, and staff. Maintains a positive working relationship and open line of communication with the Board of Directors, Owners, Guests, and Sales/Marketing to ensure high levels of customer satisfaction. Coordinates and verifies timeshare exchange information and oversees the compilation of weekly reservations and occupancy statistics. Monitors rooms inventory, rates, plan availability, and area competition. Analyzes demand, occupancy, and seasonal forecasts as part of being responsible for yield and rate management. Ensures reservation and billing accuracy. Acts as the manager on duty when the General Manager is off‑site. Hires, trains, and supervises guest service and front desk employees, providing guidance and assistance as needed. Schedules department staff to support occupancy and other resort functions. Monitors overtime, payroll and expenses to meet or fall below budget. Communicates essential information to other resort departments and ensures logs are kept to document guest service calls. OTHER FUNCTIONS Respond to escalated questions and concerns from owners and guests as needed. Monitor guest satisfaction processes and feedback through comment cards and online surveys. Provide hands‑on support during peak business times. Provide evaluations, coaching and development for Guest Services team members. Prepare annual Guest Services Department budget and manage expenses within budget guidelines. Act as Manager on Duty when Resort Management is absent. Perform other job‑related tasks to support resort operations as assigned by management. QUALIFICATIONS Education/Credentials : Associate degree or equivalent experience. Experience : Minimum three years of management experience in customer service, preferably within the hospitality industry. Internal candidates with progressive leadership or prior vacation ownership/timeshare knowledge are given special consideration. Experience with Choice Hotels is a plus. Skills and Abilities Able to handle stress in a fast‑paced work environment. Adaptable, flexible, and able to multi‑task. Effective at dealing with internal and external guests, including handling conflict and challenging situations. Good judgment and decision‑making ability. Prioritizes multiple tasks with a sense of urgency and attention to detail. PHM’S CORE COMPETENCIES Accountability Adaptability Customer oriented Enthusiastic Ethical Honesty/Integrity Interpersonal Responsible Safety awareness Tolerance KNOWLEDGE & SKILLS Active listening Oral communication Judgment Management skills Relationship building Training PHYSICAL REQUIREMENTS The successful candidate must be able to stand, walk, sit, and perform hand‑ming, reach, and small‑hand task activities as required. Lifting or carrying up to 20 pounds, pushing or pulling moderate‑weight items, and occasional tasks that may involve maneuvering over 10 pounds are expected. The role may require occasional local travel and working evenings, weekends, and holidays as needed. WORK ENVIRONMENT The Guest Service Manager works in a noisy indoor setting with frequent interruptions and distractions. Occasional local travel and evening, weekend, and holiday shifts may be required to meet department and resort needs. LHR contributes to an ESOP and is an Equal Opportunity Employer. #J-18808-Ljbffr