Guest Experience Manager

At Murphy Hospitality Group we pride ourselves on an exceptionally high standard of quality service and products. It takes the best people to reach this higher standard of excellence. We believe in extensive training and providing our people with an excellent benefits program, competitive wages, advancement, and professional development opportunities. At MHG it's all about the people

Loyalist Country Inn & Conference Centre

The Loyalist Country Inn & Conference Centre features 82 clean, comfortable, and fully appointed rooms, an indoor pool, fitness centre, business centre, 24-hour front desk, and an onsite restaurant/lounge offering room service. Additional amenities include complimentary Wi-Fi, air conditioning, newspapers, and parking. With full-service restaurant and banquet facilities, we are also a prime location for meetings, conferences, and events.

The Guest Experience Manager is responsible for leading the Front Office operations while championing the hotel's overall guest experience strategy. It is our mission to Create Memorable Experiences for both our guests and our fellow team members. This role ensures smooth daily operations in reception, reservations, guest services, and the lobby experience across our 82-room property.

This individual also serves as the hotel's "Experience Champion" - developing, implementing, and supporting initiatives that elevate the guest journey, create memorable moments, and strengthen the property's connection to the local community. They ensure the team becomes experts in local attractions, events, and partnerships that enrich every guest's stay

As Guest Experience Manager, You Will:

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, ensure all FD agents are aware of any promotions, packages or special activities
• Maintain accuracy of reservations, room assignments, billing, and guest folios including 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 our 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
• Strong 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