Assistant Guest Services Manager

We are looking for a sophisticated and proactive leader to serve as our Assistant Guest Services Manager. You will be responsible for the "front-line" of the resort experience, overseeing the Front Desk, Night Audit and Gift Shop teams. The AGSM ensures that every guest interaction—from arrival to departure—is seamless, professional, and reflects the world-class hospitality of the Highlands. You will lead by example, mentoring staff and stepping in to resolve complex guest situations with grace and authority.

If you are passionate about providing world-class guest service and thrive in a fast-paced, scenic environment, we offer the unique opportunity to live, work, and grow within Canada's largest multi-course golf operator. We are seeking committed, enthusiastic team members ready to contribute to another successful season of memorable experiences for our guests.

Essential duties include, but are not limited to:

• Supervise daily Front Office operations, including guest check-in/out, room assignments, and VIP arrivals. Ensure all brand standards are met or exceeded.
• Assist in the training, scheduling, and performance management of the Guest Services team. You will act as the Duty Manager in the absence of the Guest Services Manager.
• Promptly return clean pots, pans, and utensils to the appropriate kitchen stations Act as the primary bridge between the Front Office and other departments. You will work closely with Housekeeping for room readiness and Maintenance for urgent guest-room repairs and property safety.
• Take ownership of guest complaints or service failures. Use "empowered problem-solving" to turn negative experiences into positive outcomes before the guest departs.
• Monitor front-office accounting, including guest billing, credit limits, and daily night audit reports. Ensure accurate cash handling and POS processing.
• Act as a key member of the Emergency Response Team. Oversee property security protocols during your shift and ensure guest privacy and safety at all times.
• Maintain expert knowledge of Cape Breton Highlands National Park, local tours, and dining options to provide guests with curated, high-value recommendations.
• Complying with the Occupational Health & Safety Act and Golf North Health & Safety program.

Qualifications:

• 2–3 years of Front Office or Guest Services experience in a hotel or resort, with at least 1 year in a supervisory capacity.
• Proficiency with Property Management Systems (PMS) (e.g., Opera, Room Key, or Maestro) and Microsoft Office Suite.
• Exceptional verbal and written communication. You must be able to remain calm, professional, and decisive in high-pressure situations.
• A degree or diploma in Hospitality Management or a related field is a significant asset.
• Ability to remain on your feet for extended periods and assist with guest luggage if necessary.

Language Requirements:

• Fluency in English (written and verbal) is required for all positions to ensure effective communication across the resort.
• Proficiency in French or other languages (e.g., German, Spanish, Mandarin) is considered a significant asset for customer-facing roles.

Working Conditions:

• Bending, balance, lifting (up to 30 lbs.), extended periods of standing
• Ability to remain on your feet for extended periods.

Application question(s):

• Would you be able to reliably commute to Ingonish Beach, NS B0C 1L0 for this job? If you are unable to reliably commute, are you planning to relocate?
• If No to the above, do you require housing accommodations?

Visa Requirements: Must be legally authorized to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Reason for vacancy: Seasonal position