Guest Services Manager - The Sanctuary

Kiawah Resort • Kiawah Island, SC

3d • Onsite

About The Position

The Guest Services Manager oversees the daily operations of the front drive and arrival/departure experience, including Valet Parking, Door Attendants, and Bell Services, at a luxury hotel environment. This role is responsible for leading and developing the Guest Services team while ensuring exceptional service standards that create a positive first and last impression for guests. The manager anticipates guest needs, resolves concerns, coordinates guest services logistics, manages staffing and scheduling, and collaborates with other departments to deliver a seamless and memorable resort experience. Pay Rate: The rate of pay listed on job boards are auto-generated numbers. Kiawah Island Golf Resort’s actual rate of pay will be determined during the hiring process.

Requirements

• College education is preferred with preference in Hospitality or Travel and Tourism studies.
• At least one year of hotel management experience is preferred, demonstrating successful systems implementation and oversight.
• Past hotel or resort experience preferred, preferably with a four or five star/diamond hotel.
• Bell Attendant, Door Attendant or Valet Parking experience preferred.
• Ability to communicate clearly and effectively.
• Excellent written and spoken communication skills.
• High aptitude for computer programs.
• Excellent organization habits.
• Effective conflict resolution skills.
• Professional and cooperative demeanor.
• Positive and energetic attitude.
• Thorough knowledge of hotel services and facilities.
• Must be able to pass a background check.
• Must be able to stand for long periods while reaching, bending or stopping as needed.
• Must be able to lift 50 pounds and work in an outdoor environment with a variety of seasonal temperatures.
• Must be able to work on site due to daily needs of the job requirements.

Responsibilities

• Oversee the day-to-day operation of three vital areas of our AAA Five Diamond/Forbes Five Star hotel and manage and motivate the Guest Services team that consists of Valet Parking, Door Attendants, Bell Attendants and Overnight Bell Attendants.
• Possess the ability to effectively deal with guests’ conflicts.
• Oversee the departure experience as well, as we are the “last impression” that our guests have of the resort.
• Evaluate the staffing requirements and prepare work schedule weekly, adhering to budget goals and ensure that sufficient staffing is present to meet the daily business demands.
• Handle all disciplinary counseling as needed according to KIGR policy.
• Give daily line-up to each employee that communicates business demands and anticipates accordingly.
• Demonstrate comprehensive knowledge of Sanctuary rooms services, and facilities, including personnel, features and hours of operation.
• Demonstrate effective knowledge of resort amenities, nearby places of interest and necessity, and Charleston businesses, attractions, and activities as well as ensure staff’s knowledge of hotel services, features, and amenities.
• Monitor and ensure that departments perform their job functions to the hotel’s expected level of service.
• Assist staff whenever necessary in performing all job functions.
• Conduct ongoing training with existing staff and ensure that new staff is certified as required.
• Accommodate all guest requests in an accurate and efficient manner.
• Coordinate guests/group luggage for timely delivery/pick-up from guestrooms.
• Inventory, tag and pull guest and/or group golf clubs in accordance with established service standards.
• Organize, assemble and distribute group/wedding amenities and keep detailed follow-up records of their delivery.
• Communicate proactively, cooperatively, and appropriately with other hotel and resort departments regarding guests’ needs and preferences as well as property situations.
• Promptly and appropriately greet Sanctuary guests and visitors.
• Maintain discretion and security for the hotel and guests.
• Monitor and maintain cleanliness and working conditions of department equipment and supplies.
• Prepare work orders for equipment repairs and distribute to Engineering.
• Monitor and maintain the condition of The Lobby.
• Payroll is documented and submitted accurately and promptly.
• Ensure payroll forecast are accurately completed and submitted timely.
• Conduct performance appraisals of designated staff as required.
• Successful completion of the training/certification process.
• Respond to security and emergency situations in accordance with established Sanctuary Guidelines.
• All other duties, as assigned.

Benefits

• Exclusive Discounts offered at the Hotel & Villas, 5 Golf Courses, Spa, Restaurants, Recreation and Retail Shops
• Employee Meal Program
• Employee Trainings and Appreciation Events throughout the year
• Recognition Awards and Incentive Events, Peer to Peer Recognition
• Leadership & Career Development
• Bi-annual Wellness Fair
• Free Parking!
• Medical, Dental, Vision, Short Term & Long Term Disability, Life Insurance and Vacation Pay - available for Full Time employees after 60days of employment.
• 401k – available after 30 days of employment

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 251-500 employees