Guest Relations Coordinator
Department: Guest Relations
Company: Goodstone
Reports To: Assistant General Manager
Create Exceptional Experiences at Goodstone
Nestled in the heart of Virginia's Hunt Country, Goodstone is a luxury estate where personalized hospitality, unforgettable experiences, and genuine connections define every guest's stay. Home to The Goodstone Inn and Grayson's at Goodstone, our property combines elegant accommodations, exceptional dining, beautiful gardens, and curated experiences into one extraordinary destination.
We're looking for a hospitality professional who enjoys building relationships, solving problems, and creating memorable moments for every guest.
If you believe luxury hospitality is about anticipating needs before they're spoken, we'd love to meet you.
Position Summary
The Guest Relations Coordinator serves as one of the primary ambassadors of the Goodstone experience. From the first reservation inquiry through departure, this role ensures every guest interaction reflects the warmth, professionalism, and personalized service that defines our brand.
This position manages reservations, welcomes guests upon arrival, coordinates guest experiences across the estate, communicates with multiple departments, and proactively resolves concerns to create seamless stays. The ideal candidate is organized, personable, detail-oriented, and passionate about delivering five-star hospitality.
What You'll Do
Guest Experience
- Welcome guests with warmth and professionalism throughout every stage of their stay.
- Deliver personalized service that exceeds guest expectations.
- Coordinate memorable experiences before, during, and after each visit.
- Assist guests with dining reservations, activities, transportation, and local recommendations.
- Resolve guest concerns quickly while maintaining a calm, positive attitude.
- Build meaningful guest relationships that encourage repeat visits.
Reservations & Front Desk Operations
- Manage guest reservations using the property's reservation system.
- Coordinate check-in and check-out procedures.
- Process room changes, cancellations, modifications, and special requests.
- Maintain accurate guest profiles and reservation records.
- Promote room upgrades, packages, dining reservations, and estate experiences.
- Ensure guest billing and financial transactions are completed accurately.
Communication & Coordination
- Work closely with Housekeeping, Culinary, Maintenance, Events, and Leadership to ensure exceptional guest experiences.
- Communicate guest preferences and special requests across departments.
- Monitor daily arrivals, departures, VIP guests, and special occasions.
- Maintain accurate internal notes and guest communications.
Operational Excellence
- Maintain a polished and organized front desk environment.
- Ensure confidentiality of guest information.
- Stay current on Goodstone offerings, promotions, policies, and events.
- Support estate operations wherever needed to ensure exceptional service.
- Perform additional duties as assigned.
What We're Looking For
- 2+ years of hospitality, luxury hotel, guest services, or customer service experience
- Boutique hotel or resort experience preferred
- Excellent verbal and written communication skills
- Strong organizational and multitasking abilities
- Exceptional attention to detail
- Professional appearance and demeanor
- Ability to remain calm under pressure
- Strong problem-solving skills
- Comfortable learning hotel reservation systems (Maestro experience is a plus)
- Proficiency with Microsoft Office and basic computer systems
- Valid driver's license preferred
- Ability to work independently while thriving as part of a team
Work Schedule
This is a full-time position requiring flexibility to support the needs of a luxury hospitality operation.
Scheduling may include:
- Days, evenings, weekends, and holidays
- Rotating shifts
- Occasional overtime during peak seasons or special events
Why Join Goodstone?
At Goodstone, we believe remarkable guest experiences begin with remarkable team members. We foster a collaborative environment where hospitality professionals are empowered to grow, contribute ideas, and make a meaningful impact every day.
We offer:
- Competitive pay
- Medical, Dental, and Vision Insurance
- Short-Term & Long-Term Disability
- Life Insurance
- 401(k) with Company Match
- Paid Time Off
- Complimentary Team Member Meals
- Employee Discounts at Goodstone
- Referral Bonus Program
- Career Development Opportunities
- Beautiful estate work environment
Physical Requirements
This position requires the ability to:
- Stand and walk for extended periods
- Frequently use hands for computers and office equipment
- Occasionally lift up to 30 pounds
- Climb stairs throughout the estate
- Operate standard office equipment
- Transport guests around the estate when needed
Success in This Role
The ideal Guest Relations Coordinator is someone who:
- Creates memorable first impressions
- Anticipates guest needs before they arise
- Communicates effectively across departments
- Builds lasting guest relationships
- Solves problems with confidence and professionalism
- Takes pride in delivering luxury-level hospitality
- Represents the Goodstone brand with warmth and excellence
Equal Opportunity Employer
Goodstone is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace where every team member is valued and respected. We maintain a drug-free workplace, and pre-employment and ongoing drug and alcohol screenings may be required in accordance with company policy.
Pay: $20.00 - $23.00 per hour
Expected hours: 30 – 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Vision insurance
Work Location: In person
