Luxury Guest Services Leader

Boar's Head Resort; Charlottesville (VA); On-site; USD 52,000 - 75,000; Full time

Job summary

Boar's Head Resort in Charlottesville is seeking a Guest Service Manager to lead daily Guest Services and Front Office operations, ensuring an exceptional arrival, stay, and departure experience for each guest.

The role requires coaching frontline team members, resolving guest concerns, coordinating VIP and special requests, and partnering with resort departments to deliver polished service. In-person, shift-based leadership with flexible hours is required.

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.

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.
• 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.

Skills

Guest-service leadership

Front Office experience

Verbal & written communication

Hospitality

Team coaching

Tools

Hotel Front Desk Software

Microsoft Office

Job description

Boar's Head Resort in Charlottesville is seeking a Guest Service Manager to lead daily Guest Services and Front Office operations, ensuring an exceptional arrival, stay, and departure experience for each guest.

The role requires coaching frontline team members, resolving guest concerns, coordinating VIP and special requests, and partnering with resort departments to deliver polished service. In-person, shift-based leadership with flexible hours is required.