Manager - Guest Svcs

Job Description

Job Description

Manager – Guest ServicesAbout Shanty Creek Resort

Shanty Creek Resorts is committed to providing our guests with a unique Up North experience. Our friendly, caring staff welcomes guests with exceptional service and old-fashioned hospitality. We believe honest, long-lasting relationships with our guests, employees, neighbors, and surrounding environment allow us to grow our business.

The Manager – Guest Services plays a key role in creating a welcoming and memorable experience for every guest. This position is responsible for leading the guest services team, supporting daily front desk and guest service operations, and ensuring employees are prepared to provide consistent, professional service.

The Manager – Guest Services addresses guest concerns, supports team development, monitors service standards, and works closely with other departments to ensure a smooth and consistent guest experience. This role requires strong leadership, communication, organization, and problem-solving skills, along with the ability to remain professional and composed in a fast-paced hospitality environment.

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field, or an equivalent combination of education and relevant experience.

• At least three years of experience in guest services, hospitality, hotel operations, or a related field.

• Previous experience supervising or leading employees.

• Strong communication, customer service, and problem-solving skills.

• Ability to work a flexible schedule based on business needs, including weekends and holidays.

• Previous leadership experience within a hotel, resort, or hospitality environment.

• Experience with property management systems and guest service software.

• Experience handling guest concerns and service recovery situations.

• Familiarity with scheduling, training, and employee performance management.

• Supervise and support the daily activities of the guest services team.

• Train, coach, and develop employees to maintain high standards of guest service.

• Assist with scheduling and staffing to ensure appropriate coverage based on occupancy and operational needs.

• Handle guest inquiries, concerns, complaints, and feedback in a professional and timely manner.

• Support service recovery efforts and work to resolve guest concerns whenever possible.

• Monitor guest service standards and identify opportunities to improve the guest experience.

• Ensure employees follow established policies, procedures, and service expectations.

• Collaborate with Housekeeping, Maintenance, Food & Beverage, Reservations, and other departments to address guest needs and operational concerns.

• Communicate important guest information, operational updates, and service concerns to appropriate team members and departments.

• Assist with employee performance, attendance, coaching, and corrective action as appropriate.

• Monitor front desk and guest service operations to ensure accuracy, efficiency, and professionalism.

• Assist with resolving reservation, billing, room assignment, and other guest-related concerns.

• Promote a positive, professional, and guest-focused work environment.

• Complete other duties as assigned.

• Strong leadership and team development skills.

• Excellent verbal and written communication skills.

• Strong guest service and interpersonal skills.

• Effective problem-solving and decision-making abilities.

• Ability to remain calm and professional when handling difficult situations.

• Strong organizational and time management skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong attention to detail.

• Ability to work effectively across departments.

• Familiarity with hotel property management systems and guest service technology is preferred.