Why Island Realty?

We are a well established, family owned and operated business that has served our community since 1977. We are driven by a continuous improvement mindset and operate within a culture that puts people first. Working a block from the beach doesn't hurt either! 

Job Summary

The Guest Services Manager will direct the daily operations of the Guest Services Team, ensuring a high level of service and satisfaction for our guests. This role involves leading, mentoring, and developing the team while managing various aspects of guest services operations to drive revenue and enhance guest experiences.

Key Duties and Responsibilities 

• Team Leadership and Development:
  • Lead and mentor the Guest Services team, including hiring, training, and performance evaluations.
  • Foster a collaborative and productive work environment.
  • Schedule and conduct bi-monthly coaching sessions for each team member and group coaching sessions focusing on areas for improvement.
  • Develop incentive plans and calculate monthly sales bonuses for the team.
  • Design motivational contests and awards.
  • Establish daily, weekly, and monthly conversion and revenue goals for the team and individual members.

• Operational Management:
  • Create the weekly department schedule, evaluate historical call volume trends, and track/approve team time-off requests.
  • Calculate and process departmental payroll weekly.
  • Oversee daily check-out and check-in activities at the Front Desk, providing assistance as needed.

• Systems and Reporting:
  • Oversee the Revinate (formally known as Navis) lead management system and review various compliance and performance reports.
  • Manage guest services functions in the booking system (Escapia), including handling reservations, cancellations, and resolving booking conflicts.
  • Participate in routine Key Performance Indicator report meetings with the Revinate Client Advocate.
  • Track and report daily and weekly call volume, analyzing trends and forecasting needs.
• Guest Relations:
  • Directly manage and resolve guest issues through email, phone, and face-to-face interactions.
  • Book new reservations and modify existing reservations.
  • Collaborate with all company departments on opportunities to improve Guest Experience. 

Education and Experience

• At least 2 years of experience managing a team
• At least 2 years of experience in the hospitality industry
• Previous sales experience

Knowledge, Skills and Abilities

• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Proficient in property management software and MS Office Suite.
• Ability to analyze data, track trends, and forecast needs.
• Strong understanding of market and industry dynamics.
• Ability to multitask and manage multiple priorities effectively.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is similar to what you see listed here, please consider applying. 

Work Schedule

Workdays vary, some weekend availability required as needed, work hours 8:30am-5:30pm.

Potential for a hybrid work schedule after training. Training must be completed on-site at Isle of Palms, SC location. 

Compensation and Benefits

• $55,000.00/Year Salary Bonus
• Health, Vision & Dental
• 401(k) with Employer Matching 
• Employee Assistance Program
• Annual Paid Time Off, up to 88hrs in your first year
• Birthday Off 
• Paid Holidays
• Professional Development Reimbursement 

Island Realty is an Equal Opportunity Employer. Island Realty does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations.