Title: Senior Guest Relations Manager
Department: Guest Relations
Company: The Goodstone Inn & Restaurant
Reports To: Assistant General Manager
About The Role
This is not a traditional front office management role. At Goodstone, the Guest Relations Manager is the on-property leader responsible for delivering a seamless, high-touch guest experience while setting the service tone across the property. This role blends hands-on hospitality with team leadership, requiring someone who is equally comfortable engaging with guests as they are coaching and holding a team accountable. You will lead from the floor, not from behind a desk, owning the guest experience in real time and ensuring every detail reflects the elevated standards of a boutique luxury property.
What You’ll Own
- Lead, coach, and develop the Guest Services team (hiring, training, scheduling, accountability)
- Own the full on-property guest experience, from arrival through departure
- Act as a visible, on-the-floor leader during peak guest times
- Oversee daily operations, including arrivals, departures, and overall reservations flow
- Execute and maintain rates, reservations, and inventory in Maestro, ensuring accuracy and alignment with direction from Sales and Revenue
- Maintain and update room rates, packages, restrictions, and availability in real time
- Support coordination between Sales, Events, and Guest Services to ensure reservation details, updates, and special requests are accurately reflected and communicated
- Ensure clear and consistent communication of reservation changes, special requests, and contract updates across Guest Relations, Events, and relevant teams
- Monitor reservation flow, identify discrepancies, and proactively resolve issues before they impact the guest experience
- Provide system knowledge and coverage for Maestro to support operational continuity
- Serve as the primary point of contact for VIP guests, escalations, and service recovery
- Partner cross-functionally (culinary, housekeeping, events, maintenance) to ensure a seamless guest experience
- Identify opportunities to elevate service, increase guest engagement, and support revenue through thoughtful enhancements
- Maintain strong operational discipline while continuously improving service standards
- Step in wherever needed—this is a hands-on, floor-based leadership role
What We’re Looking For
- 3–5+ years in hospitality, preferably in a boutique, luxury, or high-touch environment
- 1–2+ years of leadership experience in guest-facing operations
- Experience managing reservations, inventory, and/or rate management systems (Maestro strongly preferred)
- Proven ability to lead a team while actively participating in day-to-day operations
- Strong guest presence—you are confident, polished, and highly visible
- Experience managing guest concerns, service recovery, and high-expectation clientele
- Strong operational mindset with the ability to execute strategy with precision and consistency
- Ability to translate high-level direction into clear, actionable execution across teams
- Close attention to detail with a strong sense of ownership and accountability
- Ability to prioritize, multitask, and stay composed in a fast-paced environment
- Strong communication skills with the ability to direct teams, align cross-functional partners, and ensure clarity in execution
- Flexible schedule, including weekends and holidays
How This Role Partners Across the Business
- Works closely with Sales and Revenue leadership, who own the pricing strategy and market positioning
- Owns on-property execution of those strategies within systems and guest-facing operations
- Partners with Events, Culinary, and Housekeeping to ensure alignment between bookings and delivery
- Acts as a central point of coordination to ensure no breakdowns in communication or execution
What Sets You Apart
- Experience in boutique inns, luxury hotels, or experience-driven hospitality environments
- A leadership style that is hands-on, direct, and accountable
- A natural instinct to step in and solve problems without waiting to be asked
- Strong cross-department collaboration skills
- A mindset of ownership—you treat the property as if it were your own
Why This Role Matters
This role sits at the center of the guest experience at Goodstone. You’re not just managing a team; you’re shaping how guests experience the property, influencing daily operations, and setting the standard for what exceptional service looks like.
Schedule & Expectations
- Full-time role
- Weekend and holiday required
- Must be present and engaged during peak guest periods
Work Environment
- Highly active, guest-facing role across multiple areas of the property
- Frequent movement between indoor and outdoor spaces in varying weather conditions
- Extended periods of standing, walking, and navigating stairs
- Ability to lift and carry up to 30–50 pounds occasionally
- Requires consistent energy, presence, and professionalism throughout the shift
Supervisory Responsibility:
- Directly supervises Guest Relations team members during service
- Responsible for team performance, accountability, and development
Additional Notes
This job description is not intended to be a comprehensive listing of all duties or responsibilities. Duties may change at any time, with or without notice.
Equal Opportunity Employer
Goodstone Inn & Restaurant is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Goodstone Inn & Restaurant is a drug-free workplace. Pre-employment and ongoing drug and alcohol screenings may be required.
We are an equal opportunity employer and all qualified applicants will receive
consideration for employment without regard to race, color, religion, sex,
national origin, disability status, protected veteran status, or any other
characteristic protected by law.
Goodstone Inn & Restaurant is a privately owned, luxury property located just minutes from the heart of Middleburg, Virginia. Set on a stunning countryside estate, Goodstone offers elevated dining, unique accommodations, and curated guest experiences that go far beyond traditional hospitality.
At Goodstone, we are known for delivering thoughtful, high-touch service where every detail matters. Our guests expect an exceptional experience—and our team delivers it.
We’re a group of passionate, hands-on professionals who take pride in our work. This is not a “clock in, clock out” environment. It’s a place for people who care about hospitality, enjoy working as part of a team, and want to be part of something that feels special every single day.
As part of the Goodstone team, you’ll be empowered to take ownership of your role, think creatively, and contribute to an environment where excellence is the standard—not the goal.
Why Join Goodstone?
- Be part of a tight-knit, high-performing team that genuinely supports each other
- Work in a unique, luxury setting where no two days feel the same
- Gain hands-on experience across departments and grow your hospitality career
- Have a direct impact on the guest experience—your work truly matters here
- Join a culture built on accountability, professionalism, and pride in service
If you’re someone who brings energy, attention to detail, and a passion for hospitality, you’ll fit right in.
