Guest Services Manager – Grande Shores Resort

Job Description

The Guest Services Manager leads the Guest Services team and is responsible for delivering an exceptional, consistent, and customer-centered guest experience while ensuring smooth and efficient daily operations.

• 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.

Qualifications & Skill Set

• 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.

Reports To: Resort Manager

Qualifying team members may enjoy the following benefits:

• Health insurance
•  401K Plan (matched)
•  Vision and Dental insurance
•   Disability, Life, and Accident insurance
•   Paid Vacation
•   Referral Program
•   Bereavement leave 

Myrtle Beach Seaside Resorts believes that our employees are the strength, vendors are the standard, homeowners are the prospect, and customers are the focus. We are committed to maintaining a safe and secure, working environment, which promotes communication, participation, and involvement. Empowered and proactive staff create memorable experiences for our guest that exceed expectations.