GUEST SERVICE AGENTS 

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 Guest Services Agent plays a key role in delivering exceptional guest experiences at Deerhurst Resort. This position serves as the primary point of contact for guests, homeowners, and resort visitors, ensuring smooth arrivals and departures, handling inquiries, and supporting daily resort operations. The ideal candidate thrives in a fast-paced environment, demonstrates strong communication skills, and is committed to providing outstanding service.

Key Responsibilities:

• Welcome and assist guests, homeowners, and resort hosts in a professional and friendly manner

• Complete guest check-ins and check-outs accurately and efficiently

• Respond to guest inquiries, concerns, and service issues, ensuring timely follow-up and resolution

• Process electronic payments and ensure billing accuracy at check-in and check-out

• Answer phone calls and emails while assisting guests at the Front Desk

• Respond appropriately to emergency situations and follow established resort procedures

• Complete daily reports and end-of-shift system reconciliations

• Promote and book resort amenities, dining, and activities using internal systems

• Maintain accurate guest notes and alerts in the system

• Communicate effectively with Housekeeping, Maintenance, Security, and Leadership teams

• Support resort operations during peak periods, including weekends and holidays

• Perform additional duties as required to support overall resort operations

Skills, Abilities and Attributes:

• Strong customer service and interpersonal skills

• Excellent verbal and written communication

• Ability to multitask and work efficiently in a fast-paced environment

• Strong attention to detail and organizational skills

• Professional phone etiquette

• Ability to remain calm and solution-focused under pressure

• Strong problem-solving and decision-making skills

• Comfortable working independently and as part of a team

• Flexible availability, including evenings, weekends, holidays, and overnight shifts

• Ability to stand for extended periods and manage high guest volumes

• Previous guest service experience in a hospitality setting preferred

• Excellent communication, organizational, interpersonal, and multitasking skills

Education and Experience:

• Previous hospitality or guest service experience preferred

• Experience with Opera Cloud PMS is an asset

• Strong working knowledge of Microsoft Office (Outlook, Word, Excel)

• Passion for delivering exceptional guest experiences

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.