Guest Relations Manager
Company Mission
Muskoka Woods is a Christian youth development organization that welcomes everyone to an experience for a lifetime. We are located on the shores of beautiful Lake Rosseau and specialize in summer camp, school trips, group retreats and leadership development for all ages. We exist to inspire youth to shape their world.
Job Purpose
The Guest Relations Manager is responsible for driving and delivering on our day-to-day operations in Guest Relations. Guest Relations prepares both our customers, guests, and our team for life-changing summer experiences through unmatched service, clear communication, and diligent follow-through of key tasks. The role leads our Guest Relations Coordinators as they advocate for our customers’ best interests, and Muskoka Woods’ best solutions. The Guest Relations Manager will focus on achieving our daily, weekly and quarterly objectives throughout the customer service and sales cycles. The position is responsible for leading and ensuring all tasks pertaining to the success of the coordinators as they care for our customers including training, scheduling, service recoveries, special projects and participating in the hiring process.
Key Areas of Responsibility
Team Leadership & Development
- Lead, support, and hold accountable the Guest Relations Coordinators and seasonal staff, fostering a culture of excellence, care, and responsiveness in guest service.
- Provide hands-on training, onboarding, and coaching for both full-time and seasonal staff to ensure consistent, high-quality customer service.
- Train and equip staff to handle challenging customer situations and escalations with professionalism, empathy, and confidence.
- Encourage and equip the team to confidently promote the value of Muskoka Woods to prospective families, contributing to guest week targets and overall sales goals.
- Champion the consistent use and upkeep of our CRM (CircuiTree), ensuring accurate customer records and strong team accountability.
- Support team members with clear expectations, regular feedback, and the tools they need to succeed.
Customer Experience & Communication
- Respond to customer inquiries in a timely, professional, and compassionate manner.
- Maintain strong, proactive relationships with guests and internal stakeholders through open communication and a service-first mindset.
- Oversee all customer-facing communication, ensuring messaging is accurate, brand-aligned, and helpful throughout the guest journey.
- Lead social media community engagement efforts, ensuring timely responses to guest questions and representing the voice of Muskoka Woods across platforms.
- Represent Muskoka Woods at occasional events or trade shows to connect with prospective families and promote our summer camp experience.
- Support the execution of sales-related communication strategies, such as NYR (Not Yet Registered) call campaigns and automated emails generated from CircuiTree, as well as other sales initiatives as requested.
Operations & Systems Management
- Prepare and manage all elements of the annual registration launch, including system setup, testing, timelines, and outbound communication.
- Manage the customer service helpdesk system (e.g., Freshdesk), including ticket triage, team workflow, response quality, and performance reporting.
- Develop and refine internal processes that support exceptional guest service and operational efficiency.
- Lead and execute key seasonal projects, including but not limited to:
- Cabin assignments and bed waitlist coordination
- CRM reporting and guest record accuracy
- Final payment preparation
- Medical screening coordination
- Guest communication resources (e.g., talking points)
- Oversee transportation logistics for summer guests, including booking coordination and budget management.
- Ensure accurate, welcoming, and safe guest arrival procedures.
- Monitor and analyze guest experience through surveys and reporting to support service improvements.
- Take ownership of special projects and operational tasks as assigned, adapting to evolving departmental and organizational needs.
Organizational Involvement & Growth
- Actively participate in team meetings, 1:1s, and cross-departmental planning sessions.
- Represent the Guest Relations department in corporate meetings as needed.
- Pursue ongoing personal and professional development to grow in leadership, technical skills, and service delivery.
Qualifications/Experience Required
- Related College/University degree or equivalent experience
- 2 to 3 years of summer camp and management experience
- Must hold a valid Ontario driver’s license and be legally permitted to drive in Ontario
- Ability to manage multiple tasks, projects and responsibilities with frequent interruptions
- Proficient using Excel, Word and Google Drive and other commonly used tools
- Database experience
Skills & Abilities Required
- Ability to lead, manage, and hold accountable
- Excellent listening and communication skills; written and verbal
- Strong problem-solving and decision making abilities under timelines, with confidence
- Excellent interpersonal skills with a team-oriented mindset
- Ability to manage teams to complete projects on time
- Detail oriented with strong administrative skills
- Ability to adapt to change promptly and positively
- Highly motivated, goal-driven and self–starter
- Display diligence and possess focus during interactions with the team and families we serve
- Ability to calmly balance competing priorities and demands
- Able to work a variety of shifts: early mornings, evenings and weekends
- Passion for youth ministry, the camping industry and leadership development
- Personal values that align with Muskoka Woods’ Core Values and Core Leaves
Essential Functions Required
- Ability to sit, talk, hear, see and use hands and fingers to operate a computer and telephone.
- Ability to sit at a computer terminal for an extended period of time.
- Ability to communicate both written and verbal with guests and staff.
Salary Range
$45,000 to $52,000 per year
Please note: This position is remote work from home from September to mid June with required in person meetings in our Markham office 2 to 3 times/month. The role then transitions to being onsite at our Resort from mid June to the end of August. This role also requires the employee to work 6 days per week for the 10 weeks of the summer camp program. Time will be given in lieu in the fall season.
*Please note: Muskoka Woods is committed to fostering an inclusive workplace where all employees are treated with respect and dignity, and are provided with equal opportunity for success. MW encourages all qualified candidates to apply. If you require accommodation to participate in the hiring process, please inform us by calling 705-732-4373 or by email at iwanttowork@muskokawoods.com. All inquiries will be handled with strict confidence.