Head of Service Management

We proudly represent a premier portfolio of luxury vacation rental homes and condos in Charleston and Palmetto Bluff, South Carolina. Each of our exclusive properties is thoughtfully appointed with high-end amenities—from Sonos sound systems to private pools—ensuring a refined and comfortable stay.
Our dedicated Retreat Concierge and service teams provide exceptional guest experiences, offering attentive, personalized service from the moment you arrive. The Director of Guest Services leads and inspires our guest relations team in delivering an exceptional, hospitality-driven experience across our portfolio of luxury vacation rental homes in Charleston and Bluffton, S.C. This strategic and hands-on role is responsible for ensuring every touchpoint of the guest journey—before, during, and after a stay—reflects our brand’s high standards of service, communication, and care. The ideal candidate combines operational expertise with a passion for creating memorable guest experiences and driving team performance.
The ideal candidate thrives in a dynamic environment, blending a hospitality mindset with strategic initiative to deliver exceptional owner and guest experiences and measurable contributions to the company’s financial objectives.
Recruit, manage, and mentor the Guest Services team, including Concierge Service Manager, Recreation, and Guest Services Associates.
Foster a service-oriented culture that emphasizes accountability, empathy, and responsiveness.
Develop training programs and SOPs to ensure team members uphold consistent service excellence.
Conduct quarterly performance reviews, coaching sessions, and team-building efforts.
Guest Experience & Service Execution
Monitor communications to ensure prompt, personalized, and professional guest responses across all channels (phone, email, text, and OTAs).
Manage high-level guest issues, escalations, and VIP stays with discretion and efficiency.
Oversee the Recreation department, ensuring all guest-facing recreational assets (e.g., bikes, baby gear, golf carts, etc.) are properly delivered and tracked using company systems, maintained to brand standards, and financially optimized for performance and return on investment.
Assist the Concierge Manager in the timely and accurate submission of the monthly Concierge Income Report, with a focus on year-over-year growth and service optimization through targeted upselling, service enhancements, and collaboration with guest-facing teams.
Collaborate with Director of Operations to ensure seamless arrival experiences, timely resolutions of issues, and proactive guest service.
Operations & Process Optimization
Track and analyze guest service metrics (response times, satisfaction scores, complaint rates) to identify improvement opportunities.
Partner with Marketing and Revenue teams on promotions, seasonal communications, and guest engagement strategies.
Some travel is required for this role
1+ years of leadership experience in hospitality or guest services is required

• Proven ability to manage and motivate service teams in a fast-paced environment.
• Availability to work weekends, holidays, and after-hours is required

Bonus:
Annual bonus plan paid on net profitability and goals achieved. This bonus structure will be developed and defined by Luxury Simplified Retreats, President.
Full-Time
Weekend Availability Required (Rotating Schedule)
Holiday Availability Required (Rotating Schedule)
Note: You will work 3-4 days per week at the Charleston Office and travel to our Palmetto Bluff office the other 1-2 days of the workweek. **