Description
COMPANY OVERVIEW:
We proudly represent a premier portfolio of luxury vacation rental homes and condos in Charleston and Palmetto Bluff, South Carolina. Each of our exclusive properties is thoughtfully appointed with high-end amenities—from Sonos sound systems to private pools—ensuring a refined and comfortable stay.
Our dedicated Retreat Concierge and service teams provide exceptional guest experiences, offering attentive, personalized service from the moment you arrive. Every home is meticulously prepared to meet the highest standards, blending elegance with ease for a seamless stay.
While we offer extraordinary accommodations, our true specialty lies in crafting unforgettable, one-of-a-kind experiences tailored to your lifestyle. Our rentals are located in some of the most sought-after coastal destinations, including Isle of Palms, Kiawah Island, Folly Beach, Historic Charleston, and Palmetto Bluff.
POSITION SUMMARY:
The Director of Guest Services leads and inspires our guest relations team in delivering an exceptional, hospitality-driven experience across our portfolio of luxury vacation rental homes in Charleston and Bluffton, S.C. 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.
RESPONSIBILITIES:
Leadership & Team Development
- Recruit, 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.
Guest Experience & Service Execution
- 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.
Operations & Process Optimization
- Implement systems and tools that streamline communication and issue resolution
- Track and analyze guest service metrics (response times, satisfaction scores, complaint rates) to identify improvement opportunities.
- Partner with Marketing and Revenue teams on promotions, seasonal communications, and guest engagement strategies.
QUALIFICATIONS:
- At least 2+ years in hospitality or guest services in a leadership position is required
- Proven ability to manage and motivate service teams in a fast-paced environment.
- Strong interpersonal, written, and verbal communication skills.
- High attention to detail and problem-solving capabilities.
- Availability to work weekends, holidays, and after-hours is required
COMPENSATION & BENEFITS:
Annual Salary: $70,000 - $75,000
Bonus:
Annual bonus plan paid on net profitability and goals achieved. This bonus structure will be developed and defined by Luxury Simplified Retreats, President.
Benefits:
- 28 days paid annual leave.
Schedule:
- Full-Time
- Weekend Availability Required (Rotating Schedule)
- Holiday Availability Required (Rotating Schedule)
Location: Bluffton, SC