Guest Services Leader – Luxury Resort Front Office

Stadium Scene; Charlottesville (VA); On-site; USD 63,000 - 77,000; Full time

Job summary

Boar’s Head Resort seeks a Guest Service Manager to lead daily Guest Services and Front Office operations, ensuring an exceptional arrival, stay, and departure experience for every guest. This hands-on leadership role requires coaching front-line team members, resolving guest concerns, and coordinating VIP and special-request experiences across departments.

You will be visible on the floor, monitor lobby activity, manage shift coverage, and uphold Resort standards.

Qualifications

• Experience in hotel/resort guest-service/front-office environments.
• Ability to lead and coach front-line team members.
• Strong communication and organizational skills.
• Availability for evenings, weekends, and holidays.

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 monitor arrival, departure, lobby, and guest-service experience.
• Supervise, coach, support, and direct Guest Services and Front Office team members; reinforce standards.
• Assist with training and onboarding team members and provide ongoing coaching.
• Review daily arrivals, departures, occupancy, VIPs, groups, special requests, amenities, room status, and 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 leadership

Front Office operations

Team supervision

Guest issue resolution

Flexible scheduling

Job description

Boar’s Head Resort seeks a Guest Service Manager to lead daily Guest Services and Front Office operations, ensuring an exceptional arrival, stay, and departure experience for every guest. This hands-on leadership role requires coaching front-line team members, resolving guest concerns, and coordinating VIP and special-request experiences across departments.

You will be visible on the floor, monitor lobby activity, manage shift coverage, and uphold Resort standards.