Guest Services Supervisor: Elevate Guest Experience & Reservations

TowneBank; Hilton Head Island (SC); On-site; USD 42,000 - 64,000; Full time

Job summary

TowneBank is seeking a Guest Services Manager to train and supervise the guest services team across shifts on Hilton Head Island. You will manage reservations, contracts, payments, and onboarding for properties while optimizing staff performance and guest satisfaction.

You will lead efforts to upsell, handle guest issues professionally, and coordinate with maintenance, housekeeping, and vendors to ensure smooth property operations. Flexible weekend availability is often required.

Qualifications

• Proven hospitality/guest services or reservations experience.
• Strong leadership and team-building abilities.
• Proficiency with Track, Breezeway, Pulse, or willingness to learn.
• High attention to detail, organization, and time management.
• Customer-focused mindset with commitment to guest satisfaction.
• Ability to work flexible hours, including weekends/holidays.

Responsibilities

• Train, coach, and supervise all Guest Services Agents across shifts.
• Assign daily duties and schedules, ensuring optimal staffing.
• Act as liaison between shifts, communicating key updates and follow-ups.
• Provide ongoing coaching and feedback through scheduled 1:1s and team reviews.
• Foster a culture of excellent customer service.
• Oversee reservation activities in Track, ensuring accurate reservation types and commissions.
• Review and manage guest contracts, process payments, and finalize bookings.
• Utilize Track and Pulse to monitor team and individual performance.
• Ensure accurate processing of new, adjusted, or canceled bookings.
• Oversee Guest Web for payments and signed contracts.
• Manage guest goals, conversions, and upselling targets.
• Handle guest complaints professionally with effective solutions.
• Answer phones, assist with high call volumes, and support the team in bookings.
• Coordinate with maintenance and housekeeping on guest-reported issues.
• Collaborate with third-party vendors to support property aesthetics.
• Facilitate new property onboarding and related tasks.
• Use reporting tools to track revenue, bookings, and metrics.
• Ensure proper use of software systems including Track, Breezeway, phone systems, guest chat, and keyless entry.
• Serve as liaison to property owners to optimize property performance.
• Communicate policies and contract details clearly to prospective guests.
• Support guest experience from inquiry through departure.
• Manage department scheduling and time-off.
• Oversee travel insurance incentive programs.
• Maintain knowledge of active/upcoming rental inventory.
• Handle additional tasks as assigned by senior staff.
• Other duties as assigned.
• Adheres to AML and BSA regulations.

Skills

Hospitality

Guest Services

Reservations management

Leadership

Track

Breezeway

Pulse

Attention to detail

Customer-centric

Flexibility

Tools

Track

Breezeway

Pulse

Job description

TowneBank is seeking a Guest Services Manager to train and supervise the guest services team across shifts on Hilton Head Island. You will manage reservations, contracts, payments, and onboarding for properties while optimizing staff performance and guest satisfaction.

You will lead efforts to upsell, handle guest issues professionally, and coordinate with maintenance, housekeeping, and vendors to ensure smooth property operations. Flexible weekend availability is often required.