Join our dynamic team at Digby Pines Golf Resort and Spa, a full-service resort committed to delivering exceptional guest experiences. We are seeking a dedicated and enthusiastic individual to fill a dual-function role as Manager on Duty / Guest Services Agent.

As a Manager on Duty, you will oversee evening operations and ensure guest satisfaction three evenings per week. As a Guest Services Agent, you will work at the Front Desk two shifts per week, managing check-ins, check-outs, responding to guest needs, and delivering outstanding service.

Manager on Duty Responsibilities

Guest Services

· Serve as the primary point of contact for guest inquiries, complaints, and emergencies.

· Ensure guest satisfaction by promptly addressing feedback and resolving issues.

· Coordinate with the Front Desk, Housekeeping, Food & Beverage, and other departments to maintain seamless operations.

Evening Operations Management

· Oversee evening operations in the absence of a Department Head, ensuring all departments function effectively.

· Monitor evening shift operations to ensure seamless guest service.

· Act as the primary contact for guest complaints and service recovery, both in-person and online.

· Make staffing decisions in the absence of a Department Head.

Safety and Security

· Ensure the safety and security of guests, staff, and property.

· Respond to emergency situations, including medical incidents, fires, and security concerns.

· Enforce all safety procedures and protocols.

· Complete property walkthroughs and inspections.

Communication

· Maintain clear, ongoing communication with Department Heads, supervisors, and staff.

· Prepare and submit daily reports on operations, guest feedback, and incidents.

· Attend and contribute to management meetings as required.

Team Support & Leadership

· Support and mentor team members, promoting a positive work environment and encouraging professional growth.

Guest Relations

· Provide consistent, high-quality service by interacting with guests and resolving issues proactively.

· Assist with check-in and check-out processes as needed.

· Offer knowledgeable recommendations regarding resort amenities, services, and local attractions.

Guest Services

· Greet all guests upon arrival and departure with warmth, professionalism, and enthusiasm.

· Assist with luggage handling and escort guests to their rooms.

· Provide detailed information about resort amenities, services, and local attractions.

· Handle guest inquiries, requests, and concerns in a courteous and efficient manner.

· Arrange transportation services, including shuttle scheduling and taxi calls.

· Maintain cleanliness and order in the lobby, entrances, and other public areas.

· Collaborate with other departments to ensure guest satisfaction and timely issue resolution.

· Uphold a professional, friendly demeanor at all times.

· Previous experience in the hospitality industry in a hotel or resort setting or a similar customer service role preferred.

· Excellent written and verbal communication and interpersonal skills.

· Strong problem-solving and decision-making abilities.

· Ability to remain calm and effective in high-pressure situations.

· Professional appearance and demeanor.

· Flexible availability, including days, evenings, weekends, and holidays.

· Valid Class 5 Nova Scotia Driver's Licence.

· Proficiency with hotel Property Management Systems (PMS).

· Computer literacy (typing, MS Office products).

Digby Pines Golf Resort and Spa is dedicated to cultivating a workplace that champions diversity, equity, and inclusion. We believe that a diverse and inclusive workforce fosters innovation, creativity, and a richer collective experience. We are committed to providing equal opportunities for all individuals, regardless of background, race, gender, sexual orientation, age, disability, or any other characteristic. Our goal is to create an environment where every team member feels valued, respected, and empowered to contribute their unique perspectives.