OVERNIGHT GUEST SERVICE MANAGER

Position Summary

DH-Overnight Guest Service Manager

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 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
  

Team Leadership & Development

• 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:

• 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.