Guest Services Coordinator

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

This position will be responsible for providing world class customer service to our year-round programs through the effective management and administration of all guest interaction, developing and managing all guest relations systems and programs, actively participating in marketing and sales initiatives as well as developing genuine relationships with our guests.

Key Job Functions


Administration and Guest Correspondence

● Ensures excellent communication of programs and schedules with guests prior to trip
● Manages all scheduling of guest activities, program, meal times and meeting spaces in a timely manner to meet all guest group and Resort departments’ deadlines
● Inputs all guest group needs into Planning Centre and updates system as necessary
● Liaises with all departments necessary
● Works with Registrar to plan Schools and Groups year with regard to guest groups
● Liaises with guest groups during their stay
● Manages Rosseau Lake College schedule and activities


Customer Relationship and Engagement

● Creates positive MW guest relationships
● Manages all customer feedback, processes and information
● Develops and maintains an active relationship management strategy for customer groups
● Follows up with guest groups and any feedback received
● Proactively identifies guest group issues and collaborates with the group and department members to solve in a timely manner
● Ensures any Customer Recovery situations are dealt with swiftly and appropriately
● Personally engages in and maintains relationships with our top customers, ensuring their satisfaction and loyalty
● Actively participates in the implementation of Muskoka Woods larger engagement strategy of our customers, Alumni and donors
● Manages the Schools & Groups customer survey responses and submits weekly results to key stakeholders to meet deadlines


Office Responsibilities

● Contribute to resort office supervision including: office hours, front desk coverage, incoming/outgoing mail, Purolator, lost and found, radio calls and requests
● Contribute to maintaining office supplies and ensure all office equipment is maintained and in good working condition
● Assist in answering the phones


Administrative Support

● Provide administrative support to the Director of Schools and Groups (Level 10 meetings, booking meetings and departmental communication)



● Participate in meetings as required
● Participates in all corporate events including Town Hall, the Aboretum, and annual Staff Retreat
● Personal/Professional development as required
● Oversee the Guest Relations CORE Position – responsible for training, management and performance review

Skills and Attributes Required:

● Desire to work in non-profit industry
● Passion for youth ministry, leadership development and outdoor recreation
● Personal values that align with Muskoka Woods’ Core Values and Core Leaves
● Proven ability in administration, organization, planning
● Strong problem solving and logistics skills including scheduling
● Excellent interpersonal skills
● Exceptional communicator both oral and written
● Ability to handle multiple high priority tasks
● High energy and positive attitude
● Ability to initiate independently as well as work effectively on a team
● Attentive to detail

Experience/Qualifications required

● Related University/College degree or equivalent experience
● 1 to 3 years customer service, office, administration and/or guest relations experience
● Willingness to work in the Resort office.

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 All inquiries will be handled with strict confidence.

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