Guest Services Manager

BENCHMARK; Charlottesville (VA); On-site; USD 60,000 - 65,000; Full time

Job summary

Pyramid Global Hospitality is seeking a Guest Services Manager for the Virginia Guesthouse, a 214-room property opening April 2026 on the Grounds of the University of Virginia. You will lead Front Office operations and mentor front desk agents and concierge, delivering warm, consistent service to guests from around the world.

The role requires 3–5 years in Front Office leadership, a college degree preferred, strong computer skills and experience with PMS systems, and the ability to work a

Qualifications

• 3–5 years leading a Front Office team in a service-focused hotel or resort.
• Strong communication skills and a guest-first attitude.
• Experience with PMS systems and hotel software.
• College degree preferred.

Responsibilities

• Oversee Front Office operations and mentor Front Desk Agents and Concierge.
• Ensure training materials are in place and coaching programs run.
• Manage room inventory, rate and forecast occupancy to maximize ADR.
• Handle guest interactions professionally and recover WOW experiences.

Skills

Front Office Lead

Customer Service

Communication

PMS Systems

Flexible Schedule

Education

College degree

Job description

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.About our property:Welcome to the Virginia GuesthouseOpening in April 2026, the Virginia Guesthouse is a 214-room hotel featuring 25,000 square feet of conference and event space located on the beautiful Grounds of the University of Virginia. Making its debut in the spirited WAHOO community, the Guesthouse will offer a vibrant and inspiring setting for guests, conference attendees, faculty, and students alike.We’re building a team that’s as welcoming and dynamic as the guests we’ll serve. Whether you’re an experienced hospitality professional or just starting your career, you’ll have the opportunity to learn, grow, and make a meaningful impact in a supportive, people-first environment.If you’re passionate about hospitality and ready to shape the guest experience from day one, join us—and be part of something special at the Virginia Guesthouse.#PGH-VGHWhat you will have an opportunity to do:We are looking for a highly motivated, customer focused leader to join our Front Office team as Guest Services Manager. The successful candidate for this role will have a proven track record of developing a team to provide exceptional service, is open to learning and leading by example, responds in a professional and courteous manner to guests and team, as well as being there to support the team both personally and professionally.If you have experience in leading a hotel front office operations, enjoy engaging with people from all over the world and making meaningful connections, as well as taking steps to “WOW” people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property.Your Role:You will oversee the Front Office operations to lead the team .You will develop and mentor a team for the Front Desk Agents, ConciergeYou will ensure proper training materials are in place. Implement coaching, career planning and recognition programs for all associates.You will monitor room inventory, rate and plan availability and lead the team to maintain average daily rate to ensure revenue maximization forecasting occupancy.You will lead by example to ensure all guest interactions are handled in a professional manner.Provide exceptional customer service by being engaging and taking sincere interestCheck guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is establishedHelp to resolve problems and “WOW” guests through recovery when things aren’t quite rightWorks closely with the Maintenance and Housekeeping and other Guest Service Management teams to communicate and coordinate the dayInteract with hotel/resort staff in a professional manner, assisting other departments with necessary informationHands on management would be expected.What are we looking for?Someone with 3-5 years experience leading a Front Office team in a service focused hotel or resort environmentSomeone available to work a flexible schedule to include nights, weekends and holidaysSomeone with a college degree preferredSomeone with a strong desire to make an impact on other peopleSomeone with an outgoing and engaging personalitySomeone with strong Computer skills, and experience with PMS systemsSomeone with excellent verbal and written communication skillsSomeone with the ability to work in a fast-paced settingCompensation:$60,000-$65,000Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.