Senior Guest Relations Manager

About the Company

The 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.

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.

Responsibilities

• 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

Qualifications

• 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
• High 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

Required Skills

• 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

Pay range and compensation package

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.

Equal Opportunity Statement

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.