OVERNIGHT GUEST SERVICE MANAGER

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.

Position Summary

The Overnight Guest Services Manager is responsible for overseeing all overnight resort operations to ensure a safe, efficient, and guest-focused environment. This role serves as the senior on-duty leader during overnight hours and is accountable for guest satisfaction, operational continuity, emergency response, and audit accuracy.

Reporting to the Front Office Manager, the Overnight GSM plays a critical leadership role within the resort, supporting team members, maintaining service standards, and ensuring seamless transitions between operational days.

Key Responsibilities

Overnight Operations & Leadership

Lead and oversee all overnight guest service operations and team members

Act as the senior decision-maker on duty during overnight hours

Ensure smooth operation of all front desk, guest services, and overnight functions

Monitor lobby and public areas for cleanliness, safety, and security

Ensure compliance with resort policies, procedures, and service standards

Guest Service & Experience

Deliver exceptional guest service during arrivals, departures, and overnight requests

Address and resolve guest concerns in a professional and timely manner

Act as an escalation point for guest issues requiring management intervention

Ensure accurate communication of guest concerns and follow‑up

Audit, Systems & Reporting

Complete and balance the daily audit and ensure discrepancies are reported immediately

Ensure system backups and end‑of‑day processes are completed accurately

Monitor room inventory, arrivals, and departures

Support room blocking and assignment processes for upcoming arrivals

Safety, Security & Compliance

Ensure the health and safety of guests and Host during overnight hours

Respond appropriately to emergencies and incidents

Complete incident reports and follow escalation procedures

Maintain awareness of resort activity and potential risks

Support training, development, and performance of overnight team members

Ensure team members are equipped to deliver consistent service

Lead by example in professionalism, accountability, and guest care

Skills, Abilities & Attributes

Strong leadership and decision‑making abilities

Excellent communication skills (verbal and written)

Calm, confident, and professional under pressure

Strong attention to detail and organizational skills

Ability to multitask in a fast‑paced, overnight environment

Strong problem‑solving and critical‑thinking skills

Ability to manage priorities independently

Comfortable working overnight shifts, weekends, and holidays

Education & Experience

Previous supervisory or leadership experience in hospitality or guest services required

Diploma or degree in Hospitality, Tourism, or a related field is an asset

Experience with Property Management Systems (Opera preferred)

Strong understanding of overnight audit and front desk operations an asset

Valid First Aid & CPR certification is an asset

AED certification is an asset

Valid driver’s license with clean driving record Required

Smart Serve certification is an asset

Must be legally eligible to work in Canada Required

The Perks for All Team Members:

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

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