Guest Services Lead — Front Office & Guest Experience

Virginia Guesthouse Hotel & Conference Center; Charlottesville (VA); On-site; USD 60,000 - 65,000; Full time

Job summary

Virginia Guesthouse, opening 2026 on the University of Virginia grounds, seeks a Guest Services Manager to lead our Front Office team. You will elevate guest experiences, mentor staff, and ensure seamless check-in while maintaining ADR and occupancy goals.

Join a world‑class property within Pyramid Global Hospitality, where delivering exceptional service and a people‑first culture are core. The role requires leadership, strong communication, and a hands‑on approach in a fast‑paced environment.

Qualifications

• 3-5 years experience leading a Front Office team in a service focused hotel or resort.
• Flexible schedule including nights, weekends and holidays.
• College degree preferred.
• Strong desire to make an impact on other people.
• Outgoing and engaging personality.
• Strong Computer skills and experience with PMS systems.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced setting.

Responsibilities

• Oversee Front Office operations to lead the team.
• Develop and mentor a Front Desk Agents and Concierge team.
• Ensure training materials; coaching, career planning and recognition programs for all associates.
• Monitor room inventory, rate planning and occupancy forecasting; maximize revenue.
• Lead by example to ensure professional guest interactions.
• Provide exceptional customer service by engaging with guests.
• Check guests in, note special requests, and verify accurate information.
• Resolve problems and WOW guests through recovery when needed.
• Coordinate with Maintenance and Housekeeping and other Guest Service teams.
• Hands-on management is expected.

Skills

Front Office Leadership

PMS Experience

Communication Skills

Customer Service

Education

College Degree Preferred

Tools

PMS Software

Job description

Virginia Guesthouse, opening 2026 on the University of Virginia grounds, seeks a Guest Services Manager to lead our Front Office team. You will elevate guest experiences, mentor staff, and ensure seamless check-in while maintaining ADR and occupancy goals.

Join a world‑class property within Pyramid Global Hospitality, where delivering exceptional service and a people‑first culture are core. The role requires leadership, strong communication, and a hands‑on approach in a fast‑paced environment.