Guest Services

The Guest Services role at Southern Charm Retreats ensures that every guest’s
experience meets the company’s high hospitality standards — from booking through
post-stay. This position plays a central role in communication, responsiveness, and
issue resolution, working closely with Property Managers (PMs), Cleaning, and
Maintenance teams through Streamline and Breezeway PMS systems.
Core Responsibilities
• Manage booking-related communication across Direct, Airbnb, and VRBO channels.
• Handle pre-stay communication: respond to guest inquiries, questions relating to all
properties and secure add-on fees (pool heat, pets, early check-in/late check-out).
• Oversee in-stay communication: manage guest issues or needs, create and track Breezeway
tasks for Property Managers to resolve promptly.
• Manage post-stay communication: coordinate mail-backs, address issues, encourage reviews,
and rebook returning guests.
• Ensure that guest-reported and in-stay issues are promptly entered into Breezeway and
assigned appropriately.
Systems & Tools
• Utilize Streamline for all inquiries, guest emails and communications & payments.
• Utilize Breezeway guest messaging and task management for all communication and workflow
tracking.
• Use Slack for team coordination, updates, and weekend communication notes.
Performance Expectations
• Guest readiness, responsiveness, and task completion rates are monitored weekly via
Breezeway dashboards.
• Maintain communication professionalism and ensure guest satisfaction to drive 5-star reviews
and repeat bookings.

• Collaborate with Property Managers and the General Manager to continuously improve guest
experience metrics.
Skills & Qualities
• Strong written and verbal communication skills.
• Excellent multitasking and organizational skills.
• Empathetic and service-oriented approach to guest interaction.
• Familiarity with property management and hospitality platforms such as Streamline,
Breezeway, VRBO and AirBnb.
• Ability to remain calm under pressure and resolve guest concerns effectively.
At Southern Charm Retreats, Guest Services is the heart of the guest experience — ensuring
every stay feels personal, comfortable, and memorable while upholding the SoCharm Standard
of 5-star hospitality.
Compensation & Benefits
• This is a full time position - with a yearly salary of $55,000/year.
• Weekends and Holidays are required - the short term rental market busy times are
summer, weekends and holidays!
• Health Benefits (Health, Dental and Vision) are available.