Guest Services Manager

Position Summary

The Guest Services Manager oversees the daily operations of the Front Desk, Reservations, Gate, and Guest Services departments and serves as a primary point of contact for the resort’s annual, repeat, and long-term guests. This position is responsible for ensuring a seamless guest experience and for managing the guest resolution process from initial contact through final resolution.

The Guest Services Manager takes ownership of guest inquiries, concerns, complaints, and service recovery matters, working directly with the appropriate departmental leaders when an issue involves Housekeeping, Maintenance, Food & Beverage, Recreation, Rangers/Security, Grounds, or another area of the resort. The Guest Services Manager is expected to resolve guest matters at their level of authority whenever reasonably possible and elevate matters to the Assistant General Manager only when additional authorization is required, an appropriate resolution cannot be achieved, or the nature or severity of the matter warrants senior leadership involvement.

The Guest Services Manager also serves as a key resort leader and is authorized to act on behalf of the Assistant General Manager when the AGM is unavailable or out of the office. In this capacity, the Guest Services Manager provides leadership, direction, and operational decision-making within established company policies and the authority of the position.

The ideal candidate is a proactive, highly visible hospitality leader with exceptional communication, organization, follow-through, and problem-solving skills who demonstrates strong ownership, accountability, sound judgment, and a commitment to guest satisfaction, team development, and operational excellence.

Essential Responsibilities

Guest Experience & Resolution

• Serve as a primary resort-level point of contact for guest inquiries, concerns, complaints, and service recovery involving accommodations, RV sites, annual sites, amenities, facilities, activities, Food & Beverage, Housekeeping, Maintenance, Rangers/Security, and other resort services.
• Take ownership of guest concerns from initial contact through final resolution rather than simply referring guests to another department.
• Assess guest concerns, determine appropriate next steps, and exercise sound judgment and service-recovery authority to resolve matters whenever reasonably possible.
• Communicate and coordinate directly with the appropriate departmental leader when a guest concern involves another area of the resort, ensuring corrective action is assigned, followed through, and completed.
• Follow up with guests after corrective action or service recovery to confirm their concern has been appropriately addressed.
• Respond to incoming guest communications requiring resort-level assistance, including calls and emails received from the Call Center and guests who contact the resort directly.
• Ensure guest communications are acknowledged, researched, responded to, documented, and brought to resolution in a timely manner.
• Maintain accurate documentation of significant guest communications, concerns, actions taken, departmental follow-up, service recovery, and final resolution.
• Monitor guest feedback, reviews, satisfaction metrics, and recurring service concerns and work with departmental leaders to identify and implement opportunities for improvement.
• Maintain a professional, calm, and solution-oriented approach when handling difficult, sensitive, or escalated guest situations.

Annual & Guest Relations

• Serve as a primary point of contact for annual guests, addressing account questions, payments, communications, concerns, policies, service needs, and other matters associated with the annual guest program.
• Build and maintain positive relationships with annual, repeat, and long-term guests while ensuring consistent and fair application of resort policies and procedures.
• Promote a welcoming, professional, and service-focused environment throughout all guest interactions.
• Represent Sun Outdoors Myrtle Beach professionally when interacting with guests, team members, departmental leaders, vendors, partners, and other stakeholders.

Front Office & Departmental Operations

• Manage the daily operations of the Front Desk, Reservations, Gate, and Guest Services departments.
• Ensure accurate and efficient reservations, check-ins, check-outs, account management, and guest communications.
• Lead,