Guest Services — Innkeeper

Role Overview 

The Guest Services — Innkeeper is a senior, guest‑facing leadership role responsible for delivering a consistently excellent and personal guest experience across the Old Louisville Stay portfolio. This position combines the daily responsibilities of a traditional innkeeper with ownership of guest experience standards, communication systems, and service execution. 

While this role includes hands‑on hospitality—welcoming guests, serving breakfast, and being present in the inn—its primary focus is orchestrating the full guest journey with clarity, warmth, and professionalism. This role serves as both host and conductor, ensuring every guest interaction aligns with Old Louisville Stay’s standards of elegance, comfort, and care. 

Core Innkeeper Responsibilities (Shared Across All Hybrid Roles) 

As an innkeeper, this role serves as a visible and trusted steward of the property: 

• 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; this role focuses on execution, presentation, and guest interaction rather than cooking from scratch 
• 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 that contributes to a safe, secure, and orderly environment 
• Represent the inn respectfully within the surrounding neighborhood and historic context 

Guest Experience Leadership Responsibilities 

The Guest Services — Innkeeper owns the execution and quality of the guest experience: 

• 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 

Coordination & Operational Partnership 

This role ensures strong coordination between departments to deliver seamless stays: 

• 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 

Systems, Standards & Continuous Improvement 

The Guest Services & Innkeeper plays a key role in operational maturity: 

• 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 

Technology & Systems Mindset 

• Comfortable operating in a tech‑forward hospitality environment 
• Confident using reservation platforms, shared inboxes, task systems, and internal knowledge bases 
• Uses documentation, checklists, and systems to ensure consistency and accountability 
• Adapts quickly as tools and workflows evolve 

Living & Availability Requirements (Innkeeper Portion) 

• This position requires residing on site in employer‑provided accommodations 
• On‑site residence supports:  
• Breakfast service five (5) mornings per week 
• 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 

Compensation & Benefits 

• 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 

Qualifications & Attributes 

• 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 

Why This Role Matters 

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.