GUEST SERVICE AGENTS
Job Description
Why Deerhurst?
Nestled in the heart of Muskoka, Deerhurst Resort can become your new office with a view. Becoming a Host unlocks a world of opportunity to not only grow your hospitality career but yourself as well. On top of the beautiful and relaxing surroundings Deerhurst Hosts enjoy complementary activities such as Golf, Recreation activities, pool and gym access. Discounts on food, clothing and concessions, and hotel stays are just some of the perks available to all Hosts. Affordable staff housing is available on site and includes laundry, internet, shuttle service. Join our team and find out why thousands of people visit Deerhurst every year. Apply to Deerhurst today, Muskoka’s preferred place to work and play.
Position Summary
The Guest Services Agent plays a key role in delivering exceptional guest experiences at Deerhurst Resort. This position serves as the primary point of contact for guests, homeowners, and resort visitors, ensuring smooth arrivals and departures, handling inquiries, and supporting daily resort operations. The ideal candidate thrives in a fast-paced environment, demonstrates strong communication skills, and is committed to providing outstanding service.
Key Responsibilities:
Welcome and assist guests, homeowners, and resort hosts in a professional and friendly manner
Complete guest check-ins and check-outs accurately and efficiently
Respond to guest inquiries, concerns, and service issues, ensuring timely follow-up and resolution
Process electronic payments and ensure billing accuracy at check-in and check-out
Answer phone calls and emails while assisting guests at the Front Desk
Respond appropriately to emergency situations and follow established resort procedures
Complete daily reports and end-of-shift system reconciliations
Promote and book resort amenities, dining, and activities using internal systems
Maintain accurate guest notes and alerts in the system
Communicate effectively with Housekeeping, Maintenance, Security, and Leadership teams
Support resort operations during peak periods, including weekends and holidays
Perform additional duties as required to support overall resort operations
Skills, Abilities and Attributes:
Strong customer service and interpersonal skills
Excellent verbal and written communication
Ability to multitask and work efficiently in a fast-paced environment
Strong attention to detail and organizational skills
Professional phone etiquette
Ability to remain calm and solution-focused under pressure
Strong problem-solving and decision-making skills
Comfortable working independently and as part of a team
Flexible availability, including evenings, weekends, holidays, and overnight shifts
Ability to stand for extended periods and manage high guest volumes
Previous guest service experience in a hospitality setting preferred
Excellent communication, organizational, interpersonal, and multitasking skills
Education and Experience:
Previous hospitality or guest service experience preferred
Experience with Opera Cloud PMS is an asset
Strong working knowledge of Microsoft Office (Outlook, Word, Excel)
Passion for delivering exceptional guest experiences
The Perks for All Team Members:
Gain experience in a fun environment
Free resort pass access: complimentary access to all on site activities and amenities, pool, gym and more!
Hotel, retail and restaurant discounts
Meet new people and work within a great team
Visa Requirements: Must be eligible to work in Canada
The above job description is not intended to be exhaustive lists of all responsibilities, skills or efforts associated with or expected of the role, but are intended to accurately reflect principal job elements.
