Guest Relations & Front Office Manager (Guest Services Manager equivalent)

Job Description

Guest Relations & Front Office Manager

Goodstone Inn & Restaurant | Middleburg, VA

Be the First Impression—and Set the Standard

This is not a sit-behind-the-desk role. At Goodstone, 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 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 Do

• Lead, coach, and develop the Guest Services team (hiring, training, scheduling, accountability)
• Own the arrival and departure experience—first impressions matter
• Be a visible, on-the-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
• 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 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 This Role Is (and Is Not)

This IS:

• A hands-on leadership role
• A highly visible position on the property
• A mix of operations, guest experience, and team leadership
• A role where you can take ownership and make an impact

This is NOT:

• A sit-behind-the-desk job
• A purely administrative or concierge role
• A low-accountability environment

Work Environment

• Fast-paced, guest-facing hospitality environment
• Frequent interaction with guests, staff, and leadership
• Movement between the front desk, guest areas, and departments
• Indoor and outdoor work in varying weather conditions
• Use of hotel systems and standard office equipment

Physical Requirements

• Ability to stand and walk for extended periods
• Frequent movement across the property, including stairs and outdoor areas
• Ability to lift up to 30–50 pounds occasionally
• Strong verbal communication and active listening skills
• Ability to remain active and engaged throughout a full shift

Schedule

• Full-time
• Must be available for weekends and holidays
• Schedule will vary based on business needs

Compensation & Benefits

• Competitive salary based on experience
• Full benefits package (medical, dental, vision, etc.)
• 401(k) with company match
• PTO and employee perks

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.