Guest Services Lead - VIP Front Desk

Boar's Head Resort; Charlottesville (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

Boar’s Head Resort in Charlottesville, VA is seeking a hands-on Guest Service Manager to lead daily Guest Services and Front Office operations, ensuring an exceptional arrival, stay, and departure experience for every guest.

This role requires coaching front-line team members, resolving guest concerns, coordinating VIP experiences, and collaborating with all departments to deliver polished, personalized service across the resort.

Qualifications

• Previous hotel, resort, or comparable guest-service/front‑office experience required; prior supervisory or leadership experience strongly preferred.
• Demonstrated ability to lead a team, resolve guest concerns, prioritize multiple operational needs, and remain composed in a high‑touch service environment.
• Strong verbal and written communication skills, sound judgment, attention to detail, and a genuine commitment to hospitality.
• Comfort using hotel/front‑office technology, Microsoft Office, and other operational systems; ability to learn Resort systems quickly.
• Ability to work a flexible schedule based on business needs, including evenings, weekends, holidays, and varying shifts.

Responsibilities

• Lead daily Guest Services and Front Office operations during assigned shifts, ensuring consistent, attentive, and professional service.
• Serve as a visible manager in guest‑facing areas and actively monitor the arrival, departure, lobby, and guest‑service experience.
• Supervise, coach, support, and provide real‑time direction to Guest Services and Front Office team members; reinforce service expectations, attendance, appearance, and Resort standards.
• Assist with training and onboarding team members and provide ongoing coaching to strengthen service delivery, operational knowledge, and guest engagement.
• Review daily arrivals, departures, occupancy, VIPs, groups, special requests, amenities, room status, and relevant operational notes to prepare the team for each shift.
• Coordinate VIP arrivals, special occasions, repeat‑guest preferences, and personalized service details with Housekeeping, Reservations, Bell/Door, Food & Beverage, Engineering, Security, Sales, and other Resort departments.
• Respond promptly to guest questions, concerns, and service failures; take ownership of service recovery, document resolutions, and elevate significant matters to leadership when appropriate.
• Ensure guest requests and follow‑up items are communicated accurately and completed in a timely manner.
• Support front desk functions as business needs require, including arrivals and departures, room assignments, guest accounts, payment processing, key control, and accurate guest information.
• Maintain appropriate cash, credit‑card, key, privacy, and guest‑information controls in accordance with Resort procedures.
• Monitor staffing and shift coverage, assist with scheduling adjustments, breaks, call‑outs, and workload distribution to support service levels.
• Conduct shift briefings and communicate important guest, operational, safety, and Resort information to the team.
• Partner with Housekeeping and Engineering regarding room readiness, out‑of‑order rooms, maintenance concerns, and guest‑impacting issues.
• Maintain awareness of Resort accommodations, dining, golf, spa, Sports Club, activities, events, transportation, and local‑area information so the team can confidently assist guests.
• Use Front Office and guest‑service technology accurately and maintain clear documentation, logs, reports, and shift communications.
• Support safety, security, emergency, and incident‑response procedures and promptly report hazards, suspicious activity, injuries, or guest/team‑member concerns.
• Assist Front Office leadership with performance feedback, operational projects, service initiatives, and continuous improvement efforts.
• Maintain a polished professional appearance, positive attitude, discretion, sound judgment, and a leadership presence representative of Boar’s Head Resort.

Skills

Guest service

Team leadership

Communication

Attention to detail

Adaptability

Job description

Boar’s Head Resort in Charlottesville, VA is seeking a hands-on Guest Service Manager to lead daily Guest Services and Front Office operations, ensuring an exceptional arrival, stay, and departure experience for every guest.

This role requires coaching front-line team members, resolving guest concerns, coordinating VIP experiences, and collaborating with all departments to deliver polished, personalized service across the resort.