Guest Services Supervisor

Guest Services Supervisor – Hilton Head Health

Location: Hilton Head Island, SC

Pay: $20.00 - $23.00 per hour

Job Type: Full‑time

Seniority level: Mid‑Senior level

• Ensure outstanding service and hospitality is provided to all resort guests and visitors.
• Professionally and accurately answer inquiries and arrange resort services for guests.
• Respond to telephone, in‑person, and emailed inquiries regarding reservations, services, general stay information, and other guest concerns.
• Use suggestive selling techniques to secure future, repeat guest reservations.
• Supervise daily shift processes to ensure all team members adhere to standard operating procedures.
• Adhere to company credit limit policies and ensure resort, spa, and retail charges are processed to guests’ accounts, invoices are accurate, payments processed, and supporting documentation attached.
• Help recruit, train, direct, resolve issues/problems, coach, and counsel Guest Services team members to ensure successful front office operations.
• Resolve customer issues, complaints, and problems in a prompt, efficient manner to maintain a high level of guest satisfaction; communicate guest and/or facility issues with management.
• Review guest preferences and special requests to ensure room assignments align with guest needs and leverage the information to exceed guest expectations upon arrival and throughout their stay.
• Build strong relationships and liaise with all other departments, especially housekeeping, maintenance, reservations, and programs.
• Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by resort bank policy.
• Be alert to potential problems and proactively suggest/make corrections.
• Fill shifts within the Guest Services Department, including working as a Program Concierge and/or Driver as the need arises.
• Follow all guest safety and privacy procedures during check‑in and ensure resort security by reporting suspicious activity to Shipyard Security, a resort manager, and/or MOD.
• Other responsibilities and tasks as assigned by management in support of business needs and goals.
• Takes responsibility in the absence of the Guest Services Manager.

• Ability to teach, develop, and motivate others as part of a cooperative team environment.
• Excellent verbal and written communication skills.
• Practice good time management with the ability to juggle multiple tasks and priorities.
• Positive attitude with the ability to display a friendly, cheerful, and courteous demeanor always.
• Ability to remain calm while under pressure.

• Minimum 2 to 3 years’ work experience as Front Office Associate in a resort or hotel setting.
• High School Diploma or equivalent; degree or diploma in Hospitality Management is an asset.
• Valid driver’s license with good driving record (less than 2 moving violations in last two years).
• Schedule flexibility with ability to work weekends and holidays.
• Prior experience using Microsoft Word, Excel, and Outlook in an office setting.

• Superb perks, medical benefits, and paid time off.
• Earned Paid Time Off (9 days paid in the first year, 16 days in the second).
• Health, dental and vision benefits; $250 quarterly match in a Healthcare spending or reimbursement account such as an HSA or FSA.
• 401(k) retirement plan.
• 50% employee discount for spa services at Indigo Spa.
• Use of our workout facilities.
• Bonuses.
• Tuition reimbursement.