Benefits:

401(k)

401(k) matching

Dental insurance

Employee discounts

Free uniforms

Health insurance

Paid time off

Training & development

Vision insurance

Wellness resources

Job Title: Guest Services Manager Company: The Goodstone Inn & Restaurant Reports To: General Manager Location: Middleburg, VA Job Type: Full-Time (Flexible schedule required, including AM/Mid/PM shifts, weekends, and holidays)

Position Summary

At The Goodstone Inn & Restaurant, we’re passionate about delivering unforgettable experiences in a serene countryside setting. As Guest Services Manager, you’ll lead a dynamic and service-driven front office team, ensuring our guests receive exceptional hospitality from arrival through every touchpoint of their stay.

You’ll play a hands-on leadership role in coordinating front desk operations, resolving guest concerns, enhancing the guest journey, and mentoring your team to uphold Goodstone’s high standards of service and charm. This is an opportunity for a service-focused professional who brings warmth, creativity, and poise to every interaction.

Key Responsibilities

Lead, train, coach, schedule, and evaluate Guest Services team members

Oversee front desk operations and maintain a strong floor presence during peak periods

Resolve guest inquiries, concerns, and special requests in a prompt and professional manner

Utilize front office systems (preferably Maestro) to manage reservations, guest profiles, and billing

Maintain thorough knowledge of room rates, packages, amenities, and promotions

Collaborate with sales, housekeeping, F&B, and maintenance teams to ensure a seamless guest experience

Develop and implement guest activities and programming to enhance the overall stay

Monitor and manage department budget in collaboration with the GM and Asset Manager

Uphold service standards, coach performance, and foster a collaborative, guest-first culture

Identify opportunities to elevate service delivery and drive guest satisfaction

Manage employee relations including performance reviews, discipline, and team morale

Requirements & Qualifications

Minimum 5 years of experience in a hospitality leadership role, preferably in a boutique or luxury property

Strong leadership and team development skills

Proficiency in front office management software (Maestro preferred)

Excellent communication, problem-solving, and interpersonal skills

Calm under pressure with the ability to think on your feet

A collaborative mindset and a genuine desire to go above and beyond for guests

Familiarity with revenue management concepts is a plus

Physical & Work Environment Requirements

Ability to stand/walk for extended periods and lift up to 50 lbs as needed

Comfortable working both indoors and outdoors in various weather conditions

Must be flexible and adaptable to changing priorities, including last-minute room or guest needs

Must be able to communicate effectively and professionally with guests and team members

Capable of maintaining and using cleaning equipment and supplies safely and effectively

Supervisory Responsibilities This role manages the entire Guest Services department, including all front desk and guest-facing staff. Responsible for hiring, training, scheduling, performance management, and fostering a supportive team environment.

Additional Information This job description is not intended to cover every responsibility or duty that may be required. Responsibilities may evolve based on business needs and special projects.