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Guest Experience Manager

The Guest Experience Manager is responsible for leading the Front Office operations while championing the hotel’s overall guest experience strategy. The role ensures smooth daily operations in reception, reservations, guest services, and the lobby experience across the 82‑room property.

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; FD agents are aware of promotions, packages or special activities
- Maintain accuracy of reservations, room assignments, billing, and guest folios, ensuring 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 guest’s 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 hotel’s 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 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

- 2–4 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
- Robust 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

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Apply on Kit Job: kitjob.ca/job/2g8rb0

📌 Guest Experience Manager - The Loyalist Country Inn (Summerside)
🏢 Murphy Hospitality Group
📍 Summerside