Guest Services Director

Position Summary

Almost Heaven Plantation is seeking a highly motivated, service-oriented, and energetic Guest Services Director to oversee the daily hospitality operations of the plantation and ensure an exceptional guest experience from initial inquiry through departure.

The Guest Services Director serves as the face of Almost Heaven Plantation and is responsible for ensuring every guest interaction reflects the property's commitment to first-class hospitality, professionalism, and genuine Southern hospitality. This full-time, on-property position is responsible for leading hospitality operations, coordinating guest accommodations, managing reservations and billing, overseeing guest services, supporting special events, and maintaining the high standards expected of an Orvis Endorsed Wingshooting Lodge, Federal Select Lodge, and Shooting Sportsman Endorsed Lodge.

The ideal candidate is personable, organized, professional, and genuinely enjoys working with people. They understand that first impressions matter and recognize that they are often the first voice a guest hears and the first face a guest sees when interacting with Almost Heaven Plantation.

Essential Duties & Responsibilities

Guest Experience & Reservations

• Oversee the guest experience from initial inquiry and booking through departure and follow-up communication.
• Serve as a primary point of contact for guests, members, corporate groups, and hosted events.
• Manage guest reservations, bookings, confirmations, itineraries, room assignments, and activity schedules.
• Coordinate guest requests, dietary restrictions, transportation needs, and special accommodations.
• Ensure all guest communications are timely, professional, and consistent with the Almost Heaven brand.
• Prepare guest invoices and final billing documentation.
• Coordinate deposits, payments, and account balances in accordance with company policies.
• Maintain accurate guest records and reservation information.

Lodge Operations & Accommodations

• Oversee daily operations of guest accommodations and hospitality facilities.
• Maintain cleanliness, organization, presentation, and readiness of all guest-facing areas.
• Monitor hospitality inventory including linens, amenities, beverages, supplies, and operational necessities.
• Coordinate maintenance concerns and facility readiness with ownership and support staff.
• Ensure accommodations consistently meet the standards expected of a premier sporting destination.

Culinary & Dining Coordination

• Work closely with the Executive Chef to ensure exceptional dining experiences.
• Coordinate meal schedules, guest counts, dietary accommodations, and event dining logistics.
• Assist with planning and execution of special culinary experiences, themed dinners, and private events.
• Support meal service when necessary to ensure a seamless guest experience.

Events & Programming

• Coordinate and execute plantation events including:
  • Table & Tradition Dinner Series
  • Ladies' Events & Workshops
  • Corporate Retreats
  • Hosted Sporting Trips
  • European Pheasant Tower Shoots
  • Member Events and Special Gatherings
• Assist with event planning, setup, staffing, guest flow, and overall execution.
• Work with ownership to develop new experiences, events, and programming that attract new guests and encourage repeat visitation.
• Continuously seek opportunities to improve and expand the plantation's hospitality offerings.

Pro Shop Operations

• Oversee daily operations of the plantation pro shop.
• Manage guest check-in and check-out procedures.
• Operate and maintain the point-of-sale (POS) system.
• Monitor retail inventory levels and assist with merchandise ordering, stocking, pricing, and presentation.
• Ensure a welcoming and professional retail environment.
• Provide exceptional customer service while assisting guests with retail purchases and sporting needs.

Sporting Operations Coordination

• Coordinate with hunting guides, fishing staff, and sporting operations personnel to ensure seamless guest experiences.
• Maintain accurate schedules and logistics for all guest activities.
• Ensure all departments are aligned regarding guest expectations, itineraries, and daily operations.

Marketing, Tours & Business Development

• Conduct property tours for prospective guests, members, corporate groups, and industry partners.
• Represent Almost Heaven Plantation at trade shows, expos, conservation events, and industry gatherings as needed.
• Assist ownership with promoting events, memberships, and hospitality offerings.
• Help identify new opportunities to increase occupancy, guest engagement, and overall revenue.

Staff Leadership & Team Support

• Supervise hospitality-related personnel including housekeeping and event staff.
• Assist in recruiting, training, scheduling, and evaluating hospitality team members.
• Foster a culture of professionalism, teamwork, and exceptional customer service.
• Lead by example with a willingness to assist in any department when needed.
• Support housekeeping operations during peak occupancy periods.
• Assist with meal service, guest activities, and event operations when necessary.
• Demonstrate a "whatever it takes" attitude to ensure guests receive exceptional care and attention.

Brand Standards & Quality Control

• Uphold and continually enhance the standards associated with:
  • Orvis Endorsed Wingshooting Lodge
  • Federal Select Lodge
  • Shooting Sportsman Endorsed Lodge
• Monitor guest feedback and implement improvements where appropriate.
• Maintain a commitment to first-class hospitality and attention to detail throughout the property.

Qualifications

• Minimum of three years of hospitality, lodge, resort, event, guest services, or related experience preferred.
• Strong leadership and team management abilities.
• Excellent communication and organizational skills.
• Strong front-of-house hospitality experience preferred.
• Ability to multitask and perform effectively in a fast-paced environment.
• Exceptional attention to detail and commitment to guest satisfaction.
• Experience with reservations, guest relations, event planning, retail operations, and food and beverage service preferred.
• Familiarity with outdoor sporting environments, hunting lodges, resorts, or destination properties is preferred but not required.
• Proficiency with Microsoft Office, email communication, reservation systems, and point-of-sale software.

Key Personal Characteristics

The ideal candidate possesses a positive attitude, strong work ethic, and genuine passion for hospitality.

They must have the confidence and professionalism to engage comfortably with guests, corporate groups, members, and industry partners while creating a welcoming atmosphere that reflects the values of Almost Heaven Plantation.

Personality is extremely important for this position. The successful candidate must be approachable, personable, and capable of building meaningful relationships with guests from all backgrounds. The ability to create a positive first impression and deliver an exceptional guest experience is essential.

This individual must be a team player who is willing to step into any role necessary to support fellow staff members and ensure the success of the property.

Compensation

Compensation will be based upon experience, qualifications, and demonstrated ability.

This is a salaried, full-time position. No housing, health insurance, or additional employee benefits are provided at this time.

Work Schedule Expectations

This is a full-time, on-property position located at Almost Heaven Plantation in Ridgeland, South Carolina.

The Guest Services Director should expect a schedule that includes evenings, weekends, holidays, and seasonal peak periods as required by guest activities, events, and hunting season operations.

Flexibility, professionalism, and a willingness to support the overall success of the plantation are essential.

Performance Metrics

Performance will be evaluated based upon:

• Guest satisfaction and feedback
• Repeat guest bookings and retention
• Event execution and operational success
• Accuracy of reservations, invoicing, and guest communications
• Pro shop organization and inventory management
• Staff performance and team development
• Hospitality facility presentation and readiness
• Ability to generate new ideas, events, and guest experiences
• Contribution to occupancy growth and revenue generation
• Maintenance of hospitality and service standards throughout the property

Reporting Structure

The Guest Services Director reports directly to Higher Management and Ownership and works collaboratively with all plantation departments including culinary operations, sporting operations, housekeeping, maintenance, and retail.

This position supervises hospitality-related personnel and serves as the primary coordinator for guest-facing operations throughout the property.

Inquires: 

Josh McAlister

General Manager 

joshua@almostheavenplantation.com