Director, Guest Services

Great Wolf Resorts • Mason, OH

387d

About The Position

The Director of Guest Services at Great Wolf Lodge is responsible for enhancing guest and employee satisfaction, optimizing departmental financial performance, and ensuring compliance with established standards and procedures. This leadership role involves managing various departments, including Front Office, Reservations, and Kids Experience, while fostering a culture of diversity and inclusion within the team.

Requirements

• Associates Degree in Hospitality, Hotel Management, or related field, or equivalent experience.
• 3+ years of previous Guest Service management experience with a proven ability to develop organizational plans and manage people effectively.
• Successful completion of a criminal background check and drug screen.

Nice To Haves

• Bachelors Degree in Hospitality, Hotel Management, or related field, or equivalent experience.
• Previous experience at the Director level in a family-themed resort.
• Ability to multi-task and prioritize tasks with minimal direction.
• Proven teamwork skills and excellent communication skills.

Responsibilities

• Manage and lead the Front Office, Reservations, PBX, Bell Services, and Kids Experience departments.
• Accomplish human resource objectives by recruiting, selecting, orientating, training, assigning, scheduling, coaching, counseling, and disciplining employees.
• Achieve guest services operational objectives by contributing information and recommendations to strategic plans and reviews.
• Maintain guest confidence by ensuring high service levels and inspiring repeat visits.
• Establish and enforce standards and procedures to maintain a safe, secure, and healthy environment.
• Participate in educational opportunities to update job knowledge and enhance professional skills.
• Accept ownership for accomplishing new and different requests and explore opportunities to add value.

Benefits

• Medical, Dental, and Vision insurance
• Health savings account
• Telehealth resources
• Life insurance
• 401K with employer match
• Paid vacation time off
• Paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Accommodation
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees