Director of Guest Services - Hotel

Director of Guest Services - Hotel French Quarter Inn - 4.8 Charleston, SC Job Details Full-time $80,000 - $85,000 a year 5 hours ago Benefits Free parking Relocation assistance Health insurance Dental insurance Tuition reimbursement Paid time off Vision insurance 401(k) matching Employee discount Professional development assistance Life insurance Referral program Qualifications Teamwork Team leadership Expense management Operational management Employee relationship building Managing hospitality teams Microsoft Office Housekeeping management Cash handling General management Senior leadership Time management Full Job Description Director of Guest Services Senior Leadership Position | Two Luxury Boutique Hotels The Spectator Hotel & French Quarter Inn (Charleston, SC) Multi-Property Role | 91 Total Rooms | Comprehensive Bonus Structure Position Overview The Director of Guest Services is a senior leadership role overseeing the daily operations of the Guest Services departments across two award-winning luxury boutique hotels: The Spectator Hotel and French Quarter Inn. This is a high-impact, multi-property position requiring strong leadership, operational excellence, and a guest-first mindset. The role reports directly to the General Manager.. Key Responsibilities Operational Leadership & Strategy Oversee all Guest Services operations across both properties Develop and implement strategies to reduce costs while maintaining Forbes/AAA-level luxury standards Create and refine operational processes to improve efficiency, consistency, and guest experience Monitor quality standards and implement corrective action where needed Analyze guest feedback across all channels and drive service improvements Guest Experience & Brand Standards Ensure consistent delivery of exceptional, personalized guest service Serve as a visible ambassador of both properties and the brand in the community Handle escalated guest concerns with professionalism and urgency Promote a culture of genuine hospitality and service excellence Team Leadership & Development Recruit, hire, train, and mentor Guest Services staff Conduct ongoing training in service standards, revenue optimization, and operational procedures Lead regular staff meetings and performance coaching Foster a positive, accountable, and collaborative work environment Participate in Manager on Duty (MOD) rotation Systems, Revenue & Financial Oversight Serve as subject matter expert in PMS systems (RoomKey) and OTA platforms Resolve booking discrepancies, payment issues, and channel management concerns Oversee daily financial inputs, GL accuracy, and front office accounting functions Manage cash handling, petty cash, payroll oversight, and end-of-month processes Support budgeting, forecasting, and expense control initiatives Coordinate with Accounting and Corporate leadership on financial reporting Reporting & Compliance Prepare weekly, monthly, quarterly, and annual operational reports Ensure adherence to SOPs, LSOPs, safety policies, and disciplinary procedures Maintain accurate recordkeeping systems (digital and physical) Protect company assets and ensure compliance with all policies Minimum Requirements 5+ years of progressive leadership experience in hotel operations (AGM, Rooms Division, Front Office, Housekeeping, or Guest Services leadership) Strong organizational, time management, and multitasking abilities Excellent written and verbal communication skills Proficiency in MS Office and ability to quickly learn hotel systems Experience with PMS/OTA systems (RoomKey, M3, TravelClick, ProfitSword, Heartland preferred) Familiarity with Forbes, AAA, and/or Relais & Châteaux service standards preferred Ability to work a flexible schedule including nights, weekends, and holidays Ability to lift/move up to 50 lbs when required Strong leadership presence, accountability, and professionalism Core Competencies Luxury guest service excellence Operational discipline and efficiency Financial and analytical acumen Leadership and team development Problem-solving and decision-making under pressure High integrity and accountability Additional Expectations Maintain professional appearance and conduct at all times Build strong interdepartmental relationships Proactively identify opportunities for service and operational improvement Lead with consistency, fairness, and transparency Champion a culture of excellence across both properties This is a 50+ hour per week leadership role in a high-performance luxury environment where standards are non-negotiable and excellence is the baseline. In return, you'll lead at a level where your decisions directly shape guest experience, team culture, and brand reputation every day.

Pay:

$80,000.00 - $85,000.00 per year

Benefits:

401(k) matching Dental insurance Employee discount Free parking Health insurance Life insurance Paid time off Professional development assistance Referral program Relocation assistance Tuition reimbursement Vision insurance

Work Location:

In person