Sr. Manager, Guest Services-Luxury Simplified Retreats

COMPANY OVERVIEW

We proudly represent a curated portfolio of the most exclusive luxury vacation rental homes and condominiums in Charleston and Palmetto Bluff, South Carolina. Each private residence is thoughtfully appointed with high-end amenities—from Sonos sound systems to stunning private pools—designed to elevate your stay.

Our commitment to excellence extends beyond the homes themselves. Guests enjoy unparalleled service from our dedicated concierge and hospitality teams, ensuring a seamless and personalized experience from arrival to departure. Every property is meticulously maintained and impeccably prepared to meet the highest standards of comfort and sophistication. While we offer exceptional accommodations, our true specialty lies in creating once-in-a-lifetime experiences tailored to your unique lifestyle.

Our collection spans the finest coastal destinations in the region, including Isle of Palms, Kiawah Island, Folly Beach, Historic Charleston, and Palmetto Bluff.

This Senior Manager of Guest Services will lead and inspire our guest relations team in delivering an exceptional, hospitality‑driven experience across our portfolio of luxury vacation rental homes Palmetto Bluff. This strategic and hands‑on role is responsible for ensuring every touchpoint of the guest journey—before, during, and after a stay—reflects our brand’s high standards of service, communication, and care. The ideal candidate combines operational expertise with a passion for creating memorable guest experiences and driving team performance.

The ideal candidate thrives in a dynamic environment, blending a hospitality mindset with strategic initiative to deliver exceptional owner and guest experiences and measurable contributions to the company’s financial objectives.

• Manage and mentor the Guest Services team, including Concierge Service Manager, Recreation, and Guest Services Associates.
• Foster a service‑oriented culture that emphasizes accountability, empathy, and responsiveness.
• Develop training programs and SOPs to ensure team members uphold consistent service excellence.
• Conduct quarterly performance reviews, coaching sessions, and team‑building efforts.

• Oversee the guest journey from reservation confirmation through post‑departure follow‑up.
• Monitor communications to ensure prompt, personalized, and professional guest responses across all channels (phone, email, text, and OTAs).
• Manage high‑level guest issues, escalations, and VIP stays with discretion and efficiency.
• Oversee the Recreation department, ensuring all guest‑facing recreational assets (e.g., bikes, baby gear, golf carts, etc.) are properly delivered and tracked using company systems, maintained to brand standards, and financially optimized for performance and return on investment.
• Assist the Concierge Manager in the timely and accurate submission of the monthly Concierge Income Report, with a focus on year‑over‑year growth and service optimization through targeted upselling, service enhancements, and collaboration with guest‑facing teams.
• Collaborate with Director of Operations to ensure seamless arrival experiences, timely resolutions of issues, and proactive guest service.

• 2+ years of experience in hospitality or guest services, with at least 2 years in a leadership (luxury brand management experience strongly preferred).
• Availability to work weekends, holidays, and after‑hours a must.

• Paid time off such as PTO, sick days, and vacation days.

Availability to work weekends, holidays, and after‑hours is a must.

Bluffton, SC

Full‑time