Guest Service Manager

Description

ABOUT US

Crystal Creek Hospitality is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

OUR VALUES

We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

JOB OVERVIEW

Create Exceptional Experiences in Charleston's Most Historic Luxury Destination

At Planters Inn, hospitality is more than a job. It is the art of creating memorable moments for guests from around the world. As Charleston's premier luxury boutique hotel, we are seeking a passionate, service-driven Guest Service Manager to lead our Front Office team and elevate every stage of the guest journey.

This is an exciting opportunity for a hospitality professional who thrives in a luxury environment, enjoys leading and developing high-performing teams, and takes pride in delivering personalized service that exceeds expectations. Whether welcoming a first-time visitor to the Holy City or a returning guest celebrating a special occasion, you will play a key role in creating unforgettable experiences that define Charleston hospitality.

If you are a relationship builder, a problem solver, and a leader who inspires excellence, we invite you to join our team.

Position Summary

The Guest Service Manager oversees all Front Office operations, ensuring a seamless and personalized guest experience from arrival to departure. This leadership role manages the Front Desk, Concierge, and Valet teams while fostering a culture of exceptional service, accountability, teamwork, and genuine Southern hospitality.

The ideal candidate is an experienced hotel leader with a passion for luxury service, strong operational expertise, and the ability to mentor and develop associates while maintaining the highest standards of guest satisfaction.

REPORTS TO

Front Office Manager 

DIRECT REPORTS

Guest Service Agents 

ESSENTIAL JOB FUNCTIONS

Guest Experience Leadership

• Champion a culture of luxury service and personalized guest engagement
• Ensure seamless execution of arrivals, departures, room assignments, upgrades, billing, and guest follow-up
• Resolve guest concerns with professionalism, empathy, and urgency
• Anticipate guest needs and create memorable experiences that inspire loyalty and repeat visits
• Monitor guest feedback and implement service recovery and improvement initiatives

Team Leadership & Development

• Recruit, train, coach, and mentor Front Office team members
• Foster a positive, collaborative, and high-performing work environment
• Conduct performance evaluations and support career development conversations
• Recognize and celebrate team achievements
• Lead by example, maintaining a visible presence in the lobby and guest areas

Operational Excellence

• Oversee daily Front Desk, Concierge, and Valet operations
• Maintain accurate room inventory and guest accounts
• Ensure adherence to all luxury service standards, policies, and brand expectations
• Create and manage team schedules to align staffing levels with business demands
• Support departmental budgeting, labor management, and operational planning
• Utilize property management systems and reporting tools effectively
• Collaborate closely with Housekeeping, Engineering, Food & Beverage, and Sales teams to ensure a seamless guest experience

Local Ambassador

• Serve as a knowledgeable resource for Charleston dining, shopping, cultural attractions, and experiences
• Support Concierge and Guest Services teams in creating authentic local recommendations
• Promote the unique character and charm of Charleston to every guest 

Success in This Role Looks Like

You are:

• Passionate about hospitality and creating meaningful guest connections

• A calm and confident leader in a fast-paced environment

• Energized by teamwork and developing others

• Detail-oriented while maintaining a big-picture perspective

• Committed to excellence, accountability, and continuous improvement

• A natural ambassador for Charleston and the Planters Inn experience

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands & work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands to handle, feel, or finger; reach with hands and arms; talk or hear; and taste or smell. The employee frequently is required to walk and climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their direct report.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Requirements

ESSENTIAL QUALIFICATIONS

• Minimum three years of hotel Front Office experience, preferably in an upscale or luxury hotel environment
• Previous supervisory or management experience
• Strong leadership, coaching, and team-development abilities
• Excellent verbal and written communication skills
• Proven ability to resolve guest concerns and deliver exceptional service recovery
• Knowledge of hotel operations, Front Office procedures, and guest service best practices
• Proficiency with Property Management Systems and hotel technology platforms
• Ability to work a flexible schedule including evenings, weekends, and holidays

Preferred Qualifications

• Luxury hotel, boutique hotel, or Forbes/Four Diamond experience
• Concierge or guest relations experience
• Bilingual (English/Spanish) skills
• Knowledge of Charleston's hospitality, dining, and tourism landscape