Guest Service Manager

Location Charleston, SC
Property The Elliott House Inn
Date Posted December 14, 2018
Job Type Administrative, Customer Service, Front Desk, Management


Charleston, SC – The Guest Service Manager is charged with managing activities related to operation and guest services programs such as hotel facilities, guest check-in and check-out process, transportation, personal concierge, rentals, night audit procedures and customer relation.


  • Create guest services department policies and procedures
  • Schedule all guest services staff in accordance with budget requirements and business level demands
  • Maintain operational knowledge of all guest services related management information systems
  • Implement policies, procedures and training programs to maintain the quality and consistency of performance according to AAA standards
  • Document policies, procedures and training programs
  • Communicate closely with housekeeping and engineering
  • Inspect all guest services staff to ensure proper grooming and attire according to the departments grooming standards
  • Inspect all common areas for cleanliness and take corrective action when needed
  • Perform pop-up inspections on units to ensure that staff is consistent in their job duties
  • Effectively facilitate guest service recovery actions to ensure guest satisfaction
  • Attend all meetings on property when presence is requested
  • Ensure that guest services accounting policies and procedures are trained and followed
  • Ensure that charges are getting posted to the correct general ledger codes and accounts
  • Review daily checklists to ensure that staff is filling them out
  • Monitor attraction tickets and inventory to ensure correct amount is on hand
  • Hold regular department meetings with guest services to increase communication
  • Review all arrivals and departures to familiarize self and staff
  • Assist in the reconciliation of guest disputes
  • Assist the staff and be hands-on wherever needed
  • Review VIPS, inspect the units and ensure amenities are placed as needed
  • Be available on-call for any situations that may arise
  • Perform additional duties as required

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