Guest Services Coordinator
Company Mission
Muskoka Woods is a Christian youth development organization that welcomes everyone to an experience for a lifetime. Located on the shores of beautiful Lake Rosseau, we 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 Services Coordinator ensures every group arrives at Muskoka Woods prepared, informed, and confident. This role is responsible for the behind-the-scenes coordination that allows each guest experience to run smoothly, including itineraries, accommodations, communication, logistics, and guest feedback systems. This role combines strong customer care with exceptional organization and follow-through. When done well, groups feel ready before they arrive and supported throughout their stay.
Guest Services Coordinators operate as a two-person team with shared standards and collective accountability for the guest experience. Each Coordinator is assigned a portfolio of groups and maintains end-to-end ownership of those groups’ logistics, including pre-arrival communication, itineraries, accommodations, and post-visit follow-up. Work is typically organized around group arrival waves to ensure clear accountability, smooth handoffs, and balanced workload throughout the week.
Coordinators collaborate closely, provide cross-coverage during peak periods or absences, and share responsibility for improving systems and processes.
Key Job Functions
Pre-Arrival Guest Coordination
- Serve as the primary administrative contact for assigned guest groups from booking through departure
- Communicate clearly and proactively with teachers, leaders, and organizers to gather required information and confirm details
- Develop and maintain detailed itineraries including activities, meals, and meeting spaces
- Ensure all group logistics are accurate and confirmed prior to arrival
- Input and maintain accurate group information in our customer service delivery tool/booking platform and other systems
- Liaise with internal departments to ensure readiness across programming, kitchen, housekeeping, and operations
Accommodations Management
- Coordinate all guest housing assignments and room allocations
- Collect and manage accommodation preferences and special requirements
- Maintain accurate rooming lists and communicate changes clearly to relevant teams
- Ensure accommodations are confirmed and ready prior to arrival
- Troubleshoot housing changes or conflicts quickly and professionally
Guest Relationship & Issue Resolution
- Build strong, professional relationships with guest group leaders
- Anticipate needs and proactively address concerns
- Support customer recovery conversations when challenges arise
- Follow up with groups after their stay as appropriate
Guest Survey & Feedback Systems
- Manage the distribution of guest surveys
- Track completion and send follow-ups as needed
- Tabulate and organize survey data
- Prepare simple summaries or reports for cross-departmental leadership review
Internal Coordination & Systems
- Partner closely with the Resort Office Coordinator and Program Managers to ensure seamless handoffs
- Maintain accurate documentation and communication across departments
- Support ongoing improvement of guest services systems and processes
- Share workload and coverage with the second Guest Services Coordinator to ensure continuity year-round
Other
- Participate in meetings as required
- Participates in all corporate events, including Town Hall, the Arboretum, and the annual Staff Retreat
- Personal/Professional development as required
- Willingness to work in the resort office (majority of the time)
Skills and Attributes Required:
- Strong organizational and logistics skills
- Excellent written and verbal communication
- Detail-oriented and systems-minded
- Calm under pressure
- Relational and service-focused
- Strong problem solver
- Able to work independently and collaboratively
- Personal values aligned with Muskoka Woods’ mission and Core Values
Experience/Qualifications required
- Related University/College degree or equivalent experience
- 1 to 3 years of customer service, office, administration and/or guest relations experience
- Experience in camp, hospitality, school, or retreat environments preferred
- Comfortable managing multiple projects and deadlines simultaneously
Essential Functions
● 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
*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.
Salary Range: $39,000 – $44,000/year