Guest Relations and Front Office Manager

Goodstone•Middleburg, VA

1d•$55,000 - $65,000•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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-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