Guest Services Supervisor

Beach-Properties-of-Hilton-Head-1; Hilton Head Island (SC); On-site; USD 60,000 - 90,000; Full time

Job summary

Beach-Properties-of-Hilton-Head-1 is seeking a Guest Services Manager to lead and coach a team across shifts, ensuring exceptional guest experiences from inquiry through departure. You'll manage reservations, contracts, payments, and vendor coordination while driving performance metrics and guest satisfaction.

Ideal candidates have hospitality leadership experience, strong communication skills, and a proven ability to optimize operations and revenue across property services in a dynamic

Qualifications

• Proven experience in hospitality, guest services, or reservations.
• Strong leadership and team-building abilities.
• Proficiency with Track, Breezeway, Pulse, and related hospitality software.
• 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.

Responsibilities

• Train, coach, and supervise all Guest Services Agents across shifts.
• Assign daily duties and schedules to ensure optimal staffing.
• Oversee reservation activities in Track and ensure accuracy.
• Review and manage guest contracts and payments.
• Coordinate with maintenance and housekeeping on guest issues.
• Monitor revenue, booking volume, cancellations, and call metrics.
• Maintain communications via phone, email, and guest chat with upselling focus.
• Adhere to AML/BSA regulations and company policies.

Skills

Leadership

Team-building

Hospitality experience

Track Breezeway Pulse

Attention to detail

Customer-focused

Flexible hours

Tools

Track

Breezeway

Pulse

Job description

• Train, coach, and supervise all Guest Services Agents across
• Assign daily duties and schedules, ensuring optimal staffing
• Act as liaison between shifts, communicating key updates and follow-
• Provide ongoing coaching and performance feedback through scheduled 1:1s and team
• Always foster a culture of excellent customer
• Oversee all reservation activities in Track, ensuring accurate reservation types and commission
• Review and manage guest contracts, process payments, and ensure completion of all booking
• Utilize Track and Pulse to monitor team and individual
• Ensure accurate processing of new, adjusted, or canceled
• Oversee Guest Web for payment collection and signed contract
• Ensure reservation goals are met, and conversion rates are
• Manage guest complaints with professionalism, finding effective solutions to ensure
• 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
• Ensure all communications are courteous, timely, and informative, with a focus on upselling and guest
• Oversee the creation and follow-through of all work orders in
• Manage the email/text messaging system within
• Coordinate with maintenance and housekeeping teams on guest-reported issues and property
• Collaborate with third-party vendors to support property aesthetics and
• Facilitate new property onboarding and related
• Utilize reporting tools to track revenue, booking volume, cancellations, call metrics, and
• 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
• Communicate policy, procedures, and contract details to prospective guests clearly and
• Support the guest experience from inquiry through departure, ensuring all needs are
• Manage the department’s scheduling and time-off
• Oversee the travel insurance incentive
• Maintain thorough knowledge of all active and upcoming rental
• Handle additional tasks and responsibilities as assigned by senior
• Other duties as assigned
• Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).
• Other duties as
• Other duties as assigned

Minimum Required Skills & Competencies:

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

Desired Skills & Competencies:

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

Physical Requirements:

• Express or exchange ideas by means of the spoken word via email and
• Exert up to 50 pounds of force occasionally, use your arms and legs, and sit most of the
• Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation.
• Subject to internal and external environmental
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential responsibilities.

#LI-DNI

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.