Guest Experience Manager The Loyalist Country Inn
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Job Location:
Summerside - Canada
Yearly Salary:
CAD 40000 - 43000
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
Guest Experience Manager - The Loyalist Country Inn
At Murphy Hospitality Group we pride ourselves on an exceptionally high standard of quality service and products. It takes the best people to reach this higher standard of excellence. We believe in extensive training and providing our people with an excellent benefits program competitive wages advancement and professional development opportunities. At MHG its all about the people!
Loyalist Country Inn & Conference Centre
The Loyalist Country Inn & Conference Centre features 82 clean comfortable and fully appointed rooms an indoor pool fitness centre business centre 24-hour front desk and an onsite restaurant/lounge offering room service. Additional amenities include complimentary Wi-Fi air conditioning newspapers and parking. With full-service restaurant and banquet facilities we are also a prime location for meetings conferences and events.
The Guest Experience Manager is responsible for leading the Front Office operations while championing the hotels overall guest experience strategy. It is our mission to Create Memorable Experiences for both our guests and our fellow team members. This role ensures smooth daily operations in reception reservations guest services and the lobby experience across our 82-room property.
This individual also serves as the hotels Experience Champion -developing implementing and supporting initiatives that elevate the guest journey create memorable moments and strengthen the propertys connection to the local community. They ensure the team becomes experts in local attractions events and partnerships that enrich every guests stay
As Guest Experience Manager You Will:
Front Office Leadership
- Oversee daily Front Office operations including front desk guest services night audit and lobby flow
- Ensure efficient check-in/check-out procedures and maintain brand service standards
- Manage staff scheduling coaching performance reviews and team development
- Ensure all staff are properly trained to handle guest issues ensure all FD agents are aware of any promotions packages or special activities
- Maintain accuracy of reservations room assignments billing and guest folios including all guest/group/company information is collected accurately
- Collaborate closely with Housekeeping and Maintenance to ensure timely room readiness and guest satisfaction
- Handle guest concerns promptly and professionally to build loyalty
- Act as the guests point of contact for requests or concerns ensuring a memorable stay
- Support upselling and cross-selling of hotel programs events and activities
Guest Experience Strategy & Execution
- Lead guest experience programs service culture initiatives and engagement goals
- Identify opportunities to personalize stays surprise and delight guests and enhance experience touchpoints
- Review guest feedback using programs such as Revinate HiJiffy IdeaS and Lighthouse and develop action plans for improvement
- Create a cohesive and consistent guest experience vision across all departments
Community Knowledge & Local Programming
- Serve as the hotels expert on local and regional events dining attractions and community happenings
- Build and maintain local partnerships that enhance the guest experience
- Train and empower team members to be local experts for our guests
- Support development of seasonal guest programming and experiential activations
Collaboration With Restaurant & Banquet Operations
- Work with Restaurant and Banquet Managers to ensure seamless guest journeys
- Support the Groups and Events Coordinator with communication and execution for group arrivals VIP stays conference clients and special events
- Ensure the Front Office team is aware of banquet event orders and restaurant promotions
- Assist with experiential events that enhance guest satisfaction and drive revenue
Operational & Administrative Responsibilities
- Support forecasting budgeting accounts receivable and labour planning
- Ensure compliance with hotel policies safety standards and cash-handling procedures
- Maintain lobby ambiance and cleanliness
- Develop update and monitor SOPs related to service delivery
Who You Are:
- Warm engaging leader with a passion for hospitality
- Strong communicator with excellent interpersonal and conflict-resolution skills
- Detail-oriented with the ability to anticipate guest needs
- Community-minded solutions-driven and proactive
- Collaborative team leader who energizes those around them
What You Bring:
- 24 years of Front Office leadership or Guest Services management experience
- Strong PMS and reservations knowledge (Webrez Pro considered an asset)
- Ability to train motivate and inspire teams
- Strong local knowledge or willingness to develop community expertise
- Ability to work a variety of shifts including days evenings and weekends
- Bilingualism considered an asset
What We Offer:
- Competitive wages
- Health & Dental Benefits
- RRSP Matching Program
- MHG Wellness & Fitness Programs
- Growth and professional development opportunities
- Discounts at all MHG locations across Atlantic Canada as well as local shops and services
Please visit our careers page to see more job opportunities.
Required Experience:
Manager
Key Skills
- Bilingual
- Linux Administration
- Documentation
- LNG
- Entry Level Finance
About Company
At Murphy Hospitality Group we pride ourselves on an exceptionally high standard of quality service and products. It takes the best people to reach this...
