Guest Relation/ Hospitality Officer F/H
$40k - $43k per yearMurphy Hospitality Group
Guest Experience Manager - The Loyalist Country Inn
At Murphy Hospitality Group we pride ourselves on an exceptionally high standard of quality service and products. We believe in extensive training and providing our people with an excellent benefits program competitive wages advancement and professional development opportunities. 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. 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. 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
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
Support upselling and cross-selling of hotel programs events and activities
Lead guest experience programs service culture initiatives and engagement goals
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
Develop update and monitor SOPs related to service delivery
Warm engaging leader with a passion for hospitality
Community-minded solutions-driven and proactive
24 years of Front Office leadership or Guest Services management experience
- Strong PMS and reservations knowledge (Webrez Pro considered an asset)
- 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
Competitive wages
Health & Dental Benefits
Discounts at all MHG locations across Atlantic Canada as well as local shops and services
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