Guest Services — Innkeeper

Guest Services — Innkeeper

Senior, guest‑facing leadership role responsible for delivering a consistently excellent and personal guest experience across the Old Louisville Stay portfolio. Combines the daily responsibilities of a traditional innkeeper with ownership of guest experience standards, communication systems, and service execution.

• Serve breakfast five (5) mornings per week following established menus, service flow, and presentation standards.
• Breakfast service is supported by the culinary team through prepared and pre‑portioned components; focus on execution, presentation, and guest interaction.
• Act as a warm, knowledgeable, and professional face of Old Louisville Stay for guests.
• Be available after hours to assist with special guest needs or unexpected situations.
• Maintain a calm, attentive presence contributing to a safe, secure, and orderly environment.
• Represent the inn respectfully within the surrounding neighborhood and historic context.

• Oversee the full guest journey, from pre‑arrival communication through post‑departure follow‑up.
• Manage guest communications across all channels, ensuring a consistent tone, clarity, and responsiveness.
• Personally handle or oversee check‑ins, check‑outs, and special guest moments.
• Anticipate guest needs and preferences, creating small but meaningful touches.
• Resolve guest concerns with discretion, empathy, and sound judgment.
• Lead service recovery when expectations are not met, escalating appropriately when necessary.

• Partner closely with housekeeping, culinary, and facilities teams to ensure readiness and alignment.
• Coordinate daily arrival and departure workflows.
• Communicate real‑time guest needs or changes to relevant team members.
• Serve as a central point of clarity between guest expectations and operational execution.

• Maintain accurate, up‑to‑date guest notes, preferences, and service history in shared systems.
• Follow and improve documented SOPs for guest communication and service standards.
• Identify recurring guest questions or friction points and help refine systems accordingly.
• Support ownership in testing and refining new guest‑facing processes and tools.
• Contribute to training and onboarding of future guest services team members as the organization grows.
• Confident using reservation platforms, shared inboxes, task systems, and internal knowledge bases.
• Use documentation, checklists, and systems to ensure consistency and accountability.
• Adapt quickly as tools and workflows evolve.

• This position requires residing on site in employer‑provided accommodations.
• After‑hours guest needs; overnight and evening presence.
• Accommodations are designed for single‑occupant or adult‑couple residency and are not intended for family or dependent housing.
• The living arrangement must support quiet hours, professional boundaries, and full availability consistent with inn operations.
• Competitive compensation commensurate with experience.
• Ten (10) paid vacation days annually.
• Employer‑provided on‑site housing as part of the innkeeper role.
• Opportunity to grow with a distinctive hospitality organization focused on excellence and sustainability.

• Experience in hospitality, guest services, or high‑touch service environments.
• Exceptional interpersonal skills and emotional intelligence.
• Organized, detail‑oriented, and systems‑minded.
• Strong judgment and calm presence in dynamic situations.
• Genuine appreciation for historic homes, neighborhood hospitality, and personalized service.

At Old Louisville Stay, guest service is not transactional—it is relational. This role is central to preserving the feeling that guests are staying in a gracious home, not passing through a lodging facility. The Guest Services—Innkeeper sets the tone, models standards, and ensures that hospitality is felt—not just offered.

Mid‑Senior level

Full‑time

Management and Manufacturing;
Industries:
Bed‑and‑Breakfasts, Hostels, Homestays