Guest Experience Manager | Resort Services Leader

Kaizen Lab Inc.; North Myrtle Beach (SC); On-site; USD 42,000 - 70,000; Full time

Benefits offered by this job

Health insurance

401K Plan (matched)

Vision and Dental insurance

Disability, Life, and Accident 보험

Paid Vacation

Referral Program

Bereavement leave

Job summary

Avista Resort is seeking a Guest Services Manager to lead the Guest Services team, overseeing Front Desk, Bell Services, PBX, and guest-facing operations to deliver a consistently exceptional guest experience. You will coach staff, ensure service standards, resolve guest concerns with empathy, and collaborate with resort departments to maintain accuracy in reservations and daily operations.

The role requires strong leadership, excellent communication, and the ability to multitask under pressure,

Qualifications

• High School Diploma or equivalent.
• Previous hotel, resort, front desk, or customer service experience.
• Management or supervisory experience preferred.
• Strong leadership, coaching, and team-building skills.
• Excellent verbal and written communication.
• Exceptional customer service and conflict-resolution skills.
• Strong problem-solving, organizational, and decision-making abilities.
• Proficient computer skills and ability to learn operational systems.
• Ability to multitask and remain calm under pressure.
• Flexible availability, including weekends and holidays.

Responsibilities

• Lead, coach, train, and develop the Guest Services team.
• Oversee Front Desk, Bell Services, PBX, and guest-facing operations.
• Establish and maintain high standards for service, communication, and professionalism.
• Resolve guest concerns and service recovery situations with empathy, urgency, and sound judgment.
• Partner with all resort departments to ensure guest needs are addressed promptly.
• Oversee front desk, reservation, financial, and operational accuracy.
• Manage staffing, scheduling, training, safety, and emergency procedures.
• Monitor guest feedback and identify opportunities to improve the overall guest experience.
• Promote a culture of ownership, accountability, teamwork, and hospitality.

Skills

Leadership

Communication

Customer service

Problem-solving

Organizational

Decision-making

Tech proficiency

Multitasking

Flexible schedule

Team-building

Education

High School Diploma or equivalent

Tools

PMS/Front desk systems

Job description

Avista Resort is seeking a Guest Services Manager to lead the Guest Services team, overseeing Front Desk, Bell Services, PBX, and guest-facing operations to deliver a consistently exceptional guest experience. You will coach staff, ensure service standards, resolve guest concerns with empathy, and collaborate with resort departments to maintain accuracy in reservations and daily operations.

The role requires strong leadership, excellent communication, and the ability to multitask under pressure,