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Front Office & Guest Services Manager

Deerhurst Resort

(1 year contract)

Reporting to the Director of Rooms and overseeing a team of up to 5 leaders and 20 front line employees, the Front Office & Guest Services Manager plays a pivotal role in the overall success of the
resort. As the central point for information and communication for our guests and hosts, the successful candidate will have responsibility for the overall guest service experience, primarily viewing and improving from the guest’s perspective. This candidate will be responsible for the day-to-day operations of the Guest Services Team and of the guest arrival and departure experience.
Liaising with all areas of the hotel in particular, Housekeeping and Reservations, the Front Office & Guest Services Manager is a key resource to the resort operation and an active member of the senior
leadership team of the resort. This role will focus heavily on establishing and maintaining our guest experience and managing the dayto-day expectations and needs of our guests.

Duties and Responsibilities:
• Provides exceptional and professional service to our guests and team members
• Models all Deerhurst Resort Standards while caring for the guests, co-hosts and owners
• Comfortable making responsible decisions and develops recommendations for effective problem solving
• Leads the resort’s Guest Services operation
• Responds and follows up to inquiries relating to guest comments and concerns
• Provides excellent guest service specifically in arrival experience, guests services and
• Recruitment and selection of team members – selects and recommends for hire Guest Service hosts that best support our values
• Training, Development of team members, ensuring team members are equipped to provide excellent guest service.
• Establishes guidelines for colleagues to understand expectations and parameters
• Responsible for the Guest Services department cash and float handling processes
• Responsible for establishing and achieving Guest Services goals, that compliments the direction of the resort and competitive Guest Service Strategies.
• Coordinates the scheduling and labour controls to effectively meet budgeted labour
• Manages the front office inventory and direct expenses to ensure tools and equipment are available and to budget
• Communicates and implements current and new procedures and expectations
• Communicates and ensure adherence to the resorts organizational and values and service commitments
• Promotes good relations with employees in all areas of the resort.
• Maintains standards in compliance with all Deerhurst Resort Policies, Procedures and Practices
• Establishes and maintains open, collaborative relationships with entire Rooms Division and
Deerhurst Resort team
• Seeks out hosts feedback and establishes an “open door” policy to identify and address employee problems or concerns in a timely manner.
• Ensures employees are treated fairly and equitably; brings issues to the attention of Human Resources as necessary.
• Ensures hotel policies are administered fairly and consistently.
• Celebrates successes and publicly recognizes the contributions of team members; ensures recognition occurs in all areas

Skills, Abilities & Attributes
• Guest oriented with a sincere, helpful, caring and friendly personality
• Able to work well with others
• Able to take initiative within given guidelines
• Pays precise attention to detail, order and cleanliness
• Able to adapt in a fast pace, constant changing environment within a dynamic work schedule
• Comfortable making responsible decisions and develops recommendations for effective problem solving
• Highly motivated, goal and results oriented individual who thrives under pressure
• Has exceptional energy, flexibility and professionalism
• Enjoys offering exceptional service and meeting the needs of others
• Has effective communication skills (verbal, listening, writing)
• Working knowledge of Opera or related property management software system.
• Computer literate
• Comfortable and enjoys managing diverse tasks at the same time
• Proven ability to organize tasks and priorities effectively with accurate sense of detail.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Work well in stressful, high-volume work setting to meet the deadline demands.
• Must be able to work with and understand financial information and data

Education & Experience
• Minimum of 3 years Managerial experience within Front Office.
• Ability to deal with all levels of management and colleagues in a professional manner.
• Experience in the supervision of personnel: recruitment, training and motivation.
• Background in the development and execution of operating budgets.
• Proven ability to manage multi-tasked assignments.
• Must be hands on in all areas of the Front Office.
• University, College or Hospitality Management degree an asset.
• “G” class driver’s license with a clean driving record.

Salary $25.00 / hr

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