Guest Service Manager

Goodstone

About The Position

Goodstone Inn & Restaurant’s most valuable resource is our creative and dedicated staff. The excellence of Goodstone is built through teamwork — a select group of professionals who deliver thoughtful, personalized service and unforgettable guest experiences. As the Guest Services Manager, you are responsible for overseeing all aspects of the guest experience from arrival through departure. You lead the Guest Services team, set service standards, and ensure smooth front office operations while remaining hands-on and guest-facing. This role requires strong leadership, sound judgment, and the ability to remain calm, polished, and solutions-focused in a fast-paced luxury hospitality environment.

Requirements

Minimum of 3 years of hospitality experience, with leadership or supervisory experience strongly preferred.
Strong understanding of front office operations and guest service best practices.
Experience with hotel property management systems; Maestro preferred.
Excellent communication, leadership, and problem-solving skills.
Ability to multi-task, prioritize, and make sound decisions in a high-pressure environment.
Professional demeanor with strong attention to detail.
Flexible and adaptable with a proactive leadership style.
Must be at least 18 years old.
Ability to work evenings, weekends, and holidays as required.
Ability to stand and walk for extended periods.
Ability to climb stairs and lift up to 50 pounds occasionally.
Frequent use of hands and arms for handling, reaching, and operating equipment.
Clear verbal communication and active listening are essential.

Responsibilities

Lead, train, mentor, and manage the Guest Services team to ensure exceptional service standards are consistently met.
Oversee daily front office operations, including reservations, check-ins, check-outs, and guest inquiries.
Hire, schedule, coach, discipline, and performance-manage Guest Services team members.
Maintain expert knowledge of front office systems, including Maestro.
Ensure accuracy, security, and confidentiality of all guest information and financial transactions.
Collaborate with Housekeeping, Culinary, Events, and Maintenance teams to ensure seamless guest experiences.
Resolve guest concerns and complaints promptly, professionally, and with sound judgment.
Maintain up-to-date knowledge of room rates, packages, promotions, and revenue opportunities.
Support upselling initiatives and guest experience enhancements.
Work with leadership to develop guest activities, events, and experience-driven offerings.
Meet regularly with the General Manager and Asset Manager to review budgets, occupancy, and operational goals.
Model professionalism, accountability, and service excellence at all times.