Luxury Guest Services Manager – Front Desk & Concierge

Boar's Head Resort; Charlottesville (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

Boar’s Head Resort is seeking a Guest Services Manager to lead our Front Office, Concierge, and Valet teams, ensuring a seamless luxury guest experience. This hands-on leadership role involves coaching teams, engaging with guests, and solving real-time challenges under the Director of Hotel Operations.

The role combines visible shift leadership with ownership of key operational pillars to boost guest satisfaction, efficiency, service consistency, and financial accountability in support of Four

Qualifications

• 3-5 years of progressive hospitality leadership experience in a luxury hotel or resort.
• Strong experience leading guest-facing hotel operations and resolving complex guest-service issues.
• Financial acumen, including labor management, budgeting, P&L awareness, and billing reconciliation.

Responsibilities

• Lead Front Desk, Bell/Valet, and Concierge operations during assigned shifts.
• Maintain a visible presence in the lobby during peak arrival and departure periods.
• Resolve escalated guest concerns with professionalism, discretion, and urgency.
• Lead pre-shift huddles focused on VIP arrivals, resort events, and service priorities.
• Coach team members on service standards, guest engagement, grooming, and operational expectations.
• Support scheduling, payroll, labor management, inventory, vendor coordination, training, SOPs, recognition programs, guest feedback, upselling, billing integrity, and PMS administration based on assigned functional ownership.
• Partner closely with Housekeeping and other resort departments to support room readiness and a seamless guest experience.

Skills

Guest-facing leadership

Financial acumen

Education

Bachelor's degree

Tools

PMS (Versa, Opera, HMS, StayNTouch)

Job description

Boar’s Head Resort is seeking a Guest Services Manager to lead our Front Office, Concierge, and Valet teams, ensuring a seamless luxury guest experience. This hands-on leadership role involves coaching teams, engaging with guests, and solving real-time challenges under the Director of Hotel Operations.

The role combines visible shift leadership with ownership of key operational pillars to boost guest satisfaction, efficiency, service consistency, and financial accountability in support of Four