Company Mission

Muskoka Woods is a Christian youth development organization that welcomes everyone to an experience for a lifetime. We are located on the shores of beautiful Lake Rosseau and specialize in summer camp, school trips, group retreats and leadership development for all ages. We exist to inspire youth to shape their world.

Job Purpose

The Guest Services Coordinator ensures every group arrives at Muskoka Woods prepared, informed, and confident. This role is responsible for the behind-the-scenes coordination that allows each guest experience to run smoothly, including itineraries, accommodations, communication, logistics, and guest feedback systems. This role combines solid customer care with exceptional organization and follow-through. When done well, groups feel ready before they arrive and supported throughout their stay.

Guest Services Coordinators operate as a two-person team with shared standards and collective accountability for the guest experience. Each Coordinator is assigned a portfolio of groups and maintains end-to-end ownership of those groups’ logistics, including pre-arrival communication, itineraries, accommodations, and post-visit follow-up. Work is typically organized around group arrival waves to ensure clear accountability, smooth handoffs, and balanced workload throughout the week.

Coordinators collaborate closely, provide cross-coverage during peak periods or absences, and share responsibility for improving systems and processes.

Key Job Functions

Pre-Arrival Guest Coordination

Serve as the primary administrative contact for assigned guest groups from booking through departure

Communicate clearly and proactively with teachers, leaders, and organizers to gather required information and confirm details

Develop and maintain detailed itineraries including activities, meals, and meeting spaces

Ensure all group logistics are accurate and confirmed prior to arrival





Input and maintain accurate group information in our customer service delivery tool/booking platform and other systems

Liaise with internal departments to ensure readiness across programming, kitchen, housekeeping, and operations

Accommodations Management

Coordinate all guest housing assignments and room allocations

Collect and manage accommodation preferences and special requirements

Maintain accurate rooming lists and communicate changes clearly to relevant teams

Ensure accommodations are confirmed and ready prior to arrival

Troubleshoot housing changes or conflicts quickly and professionally

Guest Relationship & Issue Resolution

Build strong, professional relationships with guest group leaders

Anticipate needs and proactively address concerns

Support customer recovery conversations when challenges arise

Follow up with groups after their stay as appropriate

Guest Survey & Feedback Systems

Manage the distribution of guest surveys

Track completion and send follow-ups as needed

Tabulate and organize survey data

Prepare simple summaries or reports for cross-departmental leadership review

Internal Coordination & Systems

Partner closely with the Resort Office Coordinator and Program Managers to ensure seamless handoffs

Maintain accurate documentation and communication across departments

Support ongoing improvement of guest services systems and processes

Share workload and coverage with the second Guest Services Coordinator to ensure continuity year-round

Other





Participate in meetings as required

Participates in all corporate events, including Town Hall, the Arboretum, and the annual Staff Retreat

Personal/Career development as required

Willingness to work in the resort office (majority of the time)

Skills and Attributes Required:
Strong organizational and logistics skills
Excellent written and verbal communication
Detail-oriented and systems-minded
Calm under pressure
Relational and service-focused
Strong problem solver
Able to work independently and collaboratively
Personal values aligned with Muskoka Woods’ mission and Core Values

Experience/Qualifications required

Related University/College degree or equivalent experience

1 to 3 years of customer service, office, administration and/or guest relations experience

Experience in camp, hospitality, school, or retreat environments preferred

Comfortable managing multiple projects and deadlines simultaneously

Essential Functions

- Ability to sit, talk, hear, see and use hands and fingers to operate a computer and telephone
- Ability to sit at a computer terminal for an extended period of time
- Ability to communicate both written and verbal with guests and staff
- Please note: Muskoka Woods is committed to fostering an inclusive workplace where all employees are treated with respect and dignity, and are provided with equal opportunity for success. MW encourages all qualified candidates to apply. If you require accommodation to participate in the hiring process, please inform us by calling (phone hidden) or by email at [email protected] All inquiries will be handled with strict confidence.

Salary Range: $39,000 – $44,000/year

Dates: 12 – 18 month maternity leave contract

Apply to this job by submitting your cover letter and resume to [email protected] or by clicking on the button

📌 Guest Services Coordinator (Rosseau)
🏢 Muskoka Woods
📍 Rosseau