Guest Services Manager

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• Wellness resources

Guest Services Manager

The Goodstone Inn & Restaurant

General Manager

Full-Time | Flexible schedule including mornings, evenings, weekends, and holidays

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.

• 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