Job Summary
Hilton Head National RV Resort is a luxury outdoor hospitality destination on 97 acres in Bluffton, SC — and the Welcome Center is where every guest experience begins. We're looking for a Guest Services Supervisor who leads from the front: someone who handles the same work as the team, sets the standard by example, and brings enough ownership mentality to make smart decisions when a manager isn't in the room.
This is not a clipboard role. You'll be on the floor, engaging guests, coordinating group bookings, and helping shape how a high-end resort feels from the moment someone arrives.
Duties
- Serve as the face of arrival and first-impression experience for resort guests
- Support the Guest Services Representatives and provide daily coaching
- Manage group booking inquiries and correspondence with professionalism and accuracy
- Own the Welcome Center's day-to-day reservation operations in Staylist — including new bookings, modifications and cancellations.
- Handle check-in and check-out processes with accuracy and efficiency, ensuring a seamless guest transition at every stage
- Coordinate early arrivals, late checkouts, and special accommodation requests, balancing guest satisfaction with operational capacity
- Manage group reservation blocks from initial inquiry through confirmation — including rate coordination, site blocking, and pre-arrival communication
- Respond to reservation inquiries via phone, email, and in person with polished, brand-consistent communication
- Make judgment calls on guest issues, complaints, and service recovery — independently and confidently
- Maintain a polished, brand-consistent presence in all guest and team interactions, including written communication
- Identify process gaps and bring solutions, not just observations
What We're Looking For
- 2+ years in a guest-facing hospitality, resort, or customer experience role
- Demonstrated ability to lead peers — even without a formal title
- Strong written and verbal communication skills; you represent the brand in every interaction
- Comfortable with group sales coordination or reservations management
- Someone who asks "how do we do this better" — not "whose job is that"
You're The Right Fit If
- You've been the person your team looks to when things get complicated
- You take pride in how a guest feels when they leave, not just whether the task was completed
- You're hungry to grow into a larger leadership role and you'll prove it with your work
Pay: $21.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
Work Location: In person
