Sunnylea Hotel

**Job Overview**:
**We are currently searching for a Guest Service Manager for our unique Resort located in beautiful Muskoka. Sunnylea Resort features 14 cabins with stunning lake views and a full range of on/off site amenities and is the perfect place to grow your experience in the hospitality industry.**

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As Guest Services Manager you will be responsible for managing all aspects of the resort operations including but not limited to; strategic planning, driving improvement in guest satisfaction, front desk, sales and marketing, event/activities programing, financial management and the general up keeping of the resort.
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Our goal at Sunnylea Resort is to make our guests feel welcome and to provide a memorable experience.
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Job Responsibilities:

- Responsible for developing the resort’s Sales and Marketing plan as well as establishing an annual operating budget to be monitored in order to determine performance of the resort throughout the year in order to meet or exceed the financial targets/goals.
- Meet or exceed annual Gross Revenue targets. Maximize cabin/room revenues by monitoring Average Daily Rates and Revenue Per Available Room. While anticipating and planning for market shifts.
- Develop, monitor and track the performance of each booking site and any promotions being offered to evaluate which avenues generate the most revenue and bookings, and make the necessary adjustments.
- Self educate and conduct market research on the surrounding area and competition within the marketplace in order to remain competitive and relevant in the market and align with consumer demand.
- Work closely with the Head Office to recommend and execute any required Capital Expenditure Plans or Capital Improvements to the resort.
- Review, improve and create on the overall resort policies and procedures for guests and staff.
- Responsible for the resort’s reservation software as well as managing all bookings through the various websites.
- Receive, respond and filter all inquiries via the various means of guest communication platforms to ensure prompt response.
- Oversee the guest communication to ensure guests are satisfied and enjoying their stay while addressing any requests/questions/inquiries that are received from the guests.
- Ensure any unfavorable experiences or complaints are resolved appropriately and that appropriate service recovery gestures are made to ensure complete guest satisfaction.
- Respond to any reviews left on the various platforms by either thanking the guest if positive or requesting further feedback and improvements if negative.
- Establish and implement past guest/VIP services and programs to ensure and enhance brand loyalty.
- Ensure that product quality standards are met in all areas of the resort as it relates to the appearance, levels of maintenance and cleanliness; work closely with the maintenance manager to establish and maintain preventative maintenance programs to protect the physical assets of the hotel and to ensure a clean, safe and welcoming environment for guests.
- Inventory management - Communicate and coordinate with outside vendors to establish cost effective working relationships that suit the needs and requirements of the resort.

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Skills and Qualifications:

- 3 - 5 years of Experience within the Hospitality industry
- Management Experience preferred
- Proficiency in reservation software (cloudbeds, MEWS, Yardi etc.)
- Proficiency with Excel and the Microsoft Suite
- Excellent written and verbal communication skills
- Excellent customer service skills
- General knowledge of Port Severn location, Trent Severn lock system, and surrounding areas is an asset
- Must be able to lift up to 20-30 pounds at a time
- No onsite accommodations will be provided
- First-aid training

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Schedule:

- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Port Severn, ON L0K 1S0: reliably commute or plan to relocate before starting work (required)