Guest Services Manager

Company: The Goodstone Inn & RestaurantReports To: General ManagerSchedule: Full-Time | Flexible schedule including mornings, evenings, weekends, and holidaysJob SummaryGoodstone 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.Key ResponsibilitiesLead, train, mentor, and manage the Guest Services team to ensure consistent adherence to exceptional service standards.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.Qualifications and SkillsMinimum of 5 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 multitask, 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.Work EnvironmentOperates in a professional hospitality setting.Regular use of standard office equipment (computers, phones, printers, etc.).Must be able to work indoors and outdoors in varying weather conditions.Must adapt to frequent changes, last-minute guest needs, and shifting priorities.Must accept constructive feedback and maintain composure under pressure.Physical RequirementsAbility 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.Additional InformationThis job description is not intended to be an exhaustive list of duties or responsibilities. Duties may change at any time to meet the business's needs.Equal Opportunity StatementGoodstone Inn & Restaurant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Goodstone Inn & Restaurant is proud to maintain a drug-free workplace. Pre-employment and ongoing screenings for alcohol and illegal drugs may be required as a condition of employment.