Job Title

Guest Experience Manager The Guest Experience Manager is responsible for leading the Front Office operations while championing the hotels overall guest experience strategy. The role ensures smooth daily operations in reception, reservations, guest services, and the lobby experience across the 82room property. Front Office Leadership Oversee daily Front Office operations, including front desk, guest services, night audit, and lobby flow Ensure efficient checkin/checkout 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; FD agents are aware of promotions, packages or special activities Maintain accuracy of reservations, room assignments, billing, and guest folios, ensuring 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 guests point of contact for requests or concerns, ensuring a memorable stay Support upselling and crossselling 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 hotels 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 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 cashhandling 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 conflictresolution skills Detailoriented with the ability to anticipate guest needs Communityminded, solutionsdriven, and proactive Collaborative team leader who energizes those around them What You Bring 24 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 #J-18808-Ljbffr