Guest Relations Manager
Goodstone, Middleburg, VA, United States
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: Guest Relations and Front Office Manager
Department: Guest Services Company: The Goodstone Inn & Restaurant Reports To: General Manager
Be the First Impression—and Set the Standard
At Goodstone, this role is more than managing a front desk. The Guest Relations & Front Office Manager is the face of the property, responsible for creating a seamless, high-touch guest experience from arrival through departure—while leading the front office team and overseeing daily operations. This is a hands‑on leadership role for someone who naturally steps onto the floor, connects with guests, and takes ownership of both the experience and the team delivering it.
What You’ll Own
Lead, coach, and develop the Guest Services team (hiring, training, scheduling, accountability)
Own the arrival and departure experience—first impressions matter here
Be a visible, on‑floor leader during peak guest times
Oversee daily front office operations, including reservations, check‑ins, and check‑outs
Act as the primary point of contact for VIP guests, escalations, and service recovery
Partner across departments (restaurant, housekeeping, events, maintenance) to ensure a seamless guest experience
Identify opportunities to elevate service, drive upsells, and enhance guest engagement
Maintain strong operational control while continuously improving service standards
Stay calm, decisive, and solution‑focused in high‑pressure situations
What We’re Looking For
3–5+ years in hospitality, preferably in a boutique, luxury, or high‑touch environment
At least 1–2 years of leadership experience in front office or guest services
Proven ability to lead a team, run a shift, and step in when needed
Strong guest presence—you’re comfortable being front‑facing and highly visible
Experience handling guest complaints, service recovery, and high‑expectation guests
Ability to multitask and prioritize in a fast‑paced, ever‑changing environment
Strong communication skills—you can direct a team and connect with guests easily
Detail‑oriented with a strong sense of ownership and accountability
Experience with hotel systems (Maestro preferred, not required)
Flexible schedule, including weekends and holidays
What Will Make You Stand Out
Experience in a boutique inn, resort, or luxury hospitality setting
A leadership style that is hands‑on, direct, and accountable
Someone who naturally steps in to solve problems instead of waiting to be asked
Experience working across departments to deliver a seamless guest experience
A mindset of “this is my property”—you take pride and ownership in the details
Why This Role Matters This role sits at the center of the guest experience. You’re not just managing a team; you’re shaping how guests experience Goodstone, influencing how we operate day to day, and setting the standard for what great service looks like.
Schedule & Expectations
Full‑time, including weekends and holidays (this is hospitality—no surprises here)
Must be flexible and present during peak guest times
Work Environment This role operates in a fast‑paced, guest‑facing hospitality environment where no two days look the same.
You will spend much of your time in public spaces across the property, interacting with guests and supporting your team in real time. This is a highly visible, hands‑on role that requires flexibility, quick decision‑making, and strong communication across departments.
Regular movement between the front desk, guest areas, and other departments
Frequent interaction with guests, staff, and leadership throughout the day
Indoor and outdoor work in varying weather conditions
Ability to adapt quickly to changing priorities, guest needs, and last‑minute requests
Use of standard office and hotel systems (computer, phone, reservation systems)
Physical Requirements The physical demands of this role reflect the hands‑on nature of hospitality leadership at Goodstone.
Ability to stand and walk for extended periods of time
Frequent movement across the property, including walking outdoors and climbing stairs
Ability to lift and carry up to 30–50 pounds occasionally
Use of hands and arms for reaching, handling, and operating equipment
Clear verbal communication and active listening are essential for guest and team interactions
Ability to remain active, engaged, and present throughout a full shift
Supervisory Responsibility: This position supervises front‑of‑house staff during service.
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.
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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: Guest Relations and Front Office Manager
Department: Guest Services Company: The Goodstone Inn & Restaurant Reports To: General Manager
Be the First Impression—and Set the Standard
At Goodstone, this role is more than managing a front desk. The Guest Relations & Front Office Manager is the face of the property, responsible for creating a seamless, high-touch guest experience from arrival through departure—while leading the front office team and overseeing daily operations. This is a hands‑on leadership role for someone who naturally steps onto the floor, connects with guests, and takes ownership of both the experience and the team delivering it.
What You’ll Own
Lead, coach, and develop the Guest Services team (hiring, training, scheduling, accountability)
Own the arrival and departure experience—first impressions matter here
Be a visible, on‑floor leader during peak guest times
Oversee daily front office operations, including reservations, check‑ins, and check‑outs
Act as the primary point of contact for VIP guests, escalations, and service recovery
Partner across departments (restaurant, housekeeping, events, maintenance) to ensure a seamless guest experience
Identify opportunities to elevate service, drive upsells, and enhance guest engagement
Maintain strong operational control while continuously improving service standards
Stay calm, decisive, and solution‑focused in high‑pressure situations
What We’re Looking For
3–5+ years in hospitality, preferably in a boutique, luxury, or high‑touch environment
At least 1–2 years of leadership experience in front office or guest services
Proven ability to lead a team, run a shift, and step in when needed
Strong guest presence—you’re comfortable being front‑facing and highly visible
Experience handling guest complaints, service recovery, and high‑expectation guests
Ability to multitask and prioritize in a fast‑paced, ever‑changing environment
Strong communication skills—you can direct a team and connect with guests easily
Detail‑oriented with a strong sense of ownership and accountability
Experience with hotel systems (Maestro preferred, not required)
Flexible schedule, including weekends and holidays
What Will Make You Stand Out
Experience in a boutique inn, resort, or luxury hospitality setting
A leadership style that is hands‑on, direct, and accountable
Someone who naturally steps in to solve problems instead of waiting to be asked
Experience working across departments to deliver a seamless guest experience
A mindset of “this is my property”—you take pride and ownership in the details
Why This Role Matters This role sits at the center of the guest experience. You’re not just managing a team; you’re shaping how guests experience Goodstone, influencing how we operate day to day, and setting the standard for what great service looks like.
Schedule & Expectations
Full‑time, including weekends and holidays (this is hospitality—no surprises here)
Must be flexible and present during peak guest times
Work Environment This role operates in a fast‑paced, guest‑facing hospitality environment where no two days look the same.
You will spend much of your time in public spaces across the property, interacting with guests and supporting your team in real time. This is a highly visible, hands‑on role that requires flexibility, quick decision‑making, and strong communication across departments.
Regular movement between the front desk, guest areas, and other departments
Frequent interaction with guests, staff, and leadership throughout the day
Indoor and outdoor work in varying weather conditions
Ability to adapt quickly to changing priorities, guest needs, and last‑minute requests
Use of standard office and hotel systems (computer, phone, reservation systems)
Physical Requirements The physical demands of this role reflect the hands‑on nature of hospitality leadership at Goodstone.
Ability to stand and walk for extended periods of time
Frequent movement across the property, including walking outdoors and climbing stairs
Ability to lift and carry up to 30–50 pounds occasionally
Use of hands and arms for reaching, handling, and operating equipment
Clear verbal communication and active listening are essential for guest and team interactions
Ability to remain active, engaged, and present throughout a full shift
Supervisory Responsibility: This position supervises front‑of‑house staff during service.
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.
#J-18808-Ljbffr