Benefits:
401(k)
401(k) matching
Competitive salary
Dental insurance
Employee discounts
Health insurance
Opportunity for advancement
Paid time off
Training & development
Vision insurance
Wellness resources
Title: Senior Guest Relations Manager Department: Guest Relations Company: The Goodstone Inn & Restaurant Reports To: Assistant General Manager
About The Role This is not a traditional front office management role. At Goodstone, the Guest Relations Manager is the on-property leader responsible for delivering a seamless, high-touch guest experience while setting the service tone across the property. This role blends hands-on hospitality with team leadership, requiring someone who is equally comfortable engaging with guests as they are coaching and holding a team accountable. You will lead from the floor, not from behind a desk, owning the guest experience in real time and ensuring every detail reflects the elevated standards of a boutique luxury property.
What You’ll Own
Lead, coach, and develop the Guest Services team (hiring, training, scheduling, accountability)
Own the full on-property guest experience, from arrival through departure
Act as a visible, on-the-floor leader during peak guest times
Oversee daily operations, including arrivals, departures, and overall reservations flow
Execute and maintain rates, reservations, and inventory in Maestro, ensuring accuracy and alignment with direction from Sales and Revenue
Maintain and update room rates, packages, restrictions, and availability in real time
Support coordination between Sales, Events, and Guest Services to ensure reservation details, updates, and special requests are accurately reflected and communicated
Ensure clear and consistent communication of reservation changes, special requests, and contract updates across Guest Relations, Events, and relevant teams
Monitor reservation flow, identify discrepancies, and proactively resolve issues before they impact the guest experience
Provide system knowledge and coverage for Maestro to support operational continuity
Serve as the primary point of contact for VIP guests, escalations, and service recovery
Partner cross-functionally (culinary, housekeeping, events, maintenance) to ensure a seamless guest experience
Identify opportunities to elevate service, increase guest engagement, and support revenue through thoughtful enhancements
Maintain strong operational discipline while continuously improving service standards
Step in wherever needed—this is a hands-on, floor-based leadership role
What We’re Looking For
3–5+ years in hospitality, preferably in a boutique, luxury, or high-touch environment
1–2+ years of leadership experience in guest-facing operations
Experience managing reservations, inventory, and/or rate management systems (Maestro strongly preferred)
Proven ability to lead a team while actively participating in day-to-day operations
Strong guest presence—you are confident, polished, and highly visible
Experience managing guest concerns, service recovery, and high-expectation clientele
Strong operational mindset with the ability to execute strategy with precision and consistency
Ability to translate high-level direction into clear, actionable execution across teams
Close attention to detail with a strong sense of ownership and accountability
Ability to prioritize, multitask, and stay composed in a fast-paced environment
Strong communication skills with the ability to direct teams, align cross-functional partners, and ensure clarity in execution
Flexible schedule, including weekends and holidays
How This Role Partners Across the Business
Works closely with Sales and Revenue leadership, who own the pricing strategy and market positioning
Owns on-property execution of those strategies within systems and guest-facing operations
Partners with Events, Culinary, and Housekeeping to ensure alignment between bookings and delivery
Acts as a central point of coordination to ensure no breakdowns in communication or execution
What Sets You Apart
Experience in boutique inns, luxury hotels, or experience-driven hospitality environments
A leadership style that is hands-on, direct, and accountable
A natural instinct to step in and solve problems without waiting to be asked
Strong cross-department collaboration skills
A mindset of ownership—you treat the property as if it were your own
Why This Role Matters This role sits at the center of the guest experience at Goodstone. You’re not just managing a team; you’re shaping how guests experience the property, influencing daily operations, and setting the standard for what exceptional service looks like.
Schedule & Expectations
Full-time role
Weekend and holiday required
Must be present and engaged during peak guest periods
Work Environment
Highly active, guest-facing role across multiple areas of the property
Frequent movement between indoor and outdoor spaces in varying weather conditions
Extended periods of standing, walking, and navigating stairs
Ability to lift and carry up to 30–50 pounds occasionally
Requires consistent energy, presence, and professionalism throughout the shift
Supervisory Responsibility:
Directly supervises Guest Relations team members during service
Responsible for team performance, accountability, and development
Additional Notes This job description is not intended to be a comprehensive listing of all duties or responsibilities. Duties may change at any time, with or without notice.
Equal Opportunity Employer Goodstone Inn & Restaurant is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Goodstone Inn & Restaurant is a drug-free workplace. Pre-employment and ongoing drug and alcohol screenings may be required.