Guest Services Mgr at Planters InnPlanters Inn & Peninsula GrillCharleston, SC
A property of: Northwood Hospitality
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Who we are: A Landmark Hotel in the Heart of Charleston’s Historic District. Planters Inn is an acclaimed Luxury boutique hotel in Charleston, South Carolina, that combines elegant Southern style with contemporary sophistication in a central location.
Job Summary: To oversee the operations of bell services, valet parking, doormen, concierge, and lobby concierge functions of the hotel.
Oversee the operation of the front of the house to include check in and out of guests, assisting guests with valet parking and luggage, and concierge services, solve guest complaints, provide guests with requests, and manage guest accounts.
Practice and apply AAA Five Diamonds Standards, attached, in all areas of the hotel. Audit, train, and coach employees on these standards and report any challenges to the Director of Rooms when standards are not being met.
Supervise Guest Services staff, including scheduling, training, evaluating performance, communicating relevant information and ensuring adherence to company policies and procedures while fostering professional growth.
Supervise guest services operations of resort, including handling guest requests/complaints, ensuring the safety and privacy of all guests, and dealing with emergency situations. Support all departments through out the hotel to include in-room dining, Fire, Life & Safety, Housekeeping, front of the house operations.
Work closely with all managers in the hotel, especially the Director of Guest Services to achieve Guest Satisfaction, Employee Satisfaction, and Financial goals.
Communicate with other hotel departments as necessary to resolve guest service issue and to request or provide information.
Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image. Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
Identify areas that need improvement and take necessary action to affect change.
Facilitate proper security of all keys, funds, and hotel and guest property.
Provide a professional image at all times through appearance and dress. Follow all company policies and procedures. May fulfill Manager on Duty shifts.
Maintain cleanliness and order in the front desk and front office areas.
Remain current in all hotel information to inform staff.
Maintain all supply inventories and issue goods as needed.
Provide other services as requested by Accounting Manager or a member of the Leadership Team
Note: May be assigned other duties by supervisor or management
Education and Experience
Previous Management experience
2-3 years’ experience in hospitality guest services or front desk
Basic reading and writing skills
High School Diploma or Equivalent
Skills and Abilities
Customer service oriented
Basic computer knowledge
Time management and organizational skills
Excellent verbal and written communication skills
Ability to pay close attention to detail
Ability to work overtime as needed
Ability to walk and stand for extended periods, kneel, reach, talk, hear, see, bend, twist, kneel, crouch, stoop, climb, grasp and perform repetitive motions
Ability to push, pull, lift, carry or otherwise move up to 40 lbs. occasionally.
Work can be performed outdoors.
EEO and ADA Statements
The Planters Inn is an Equal Opportunity Employer, committed to maintaining a diverse workforce and inclusive culture. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.