Guest Service Manager
About The Position
Kalahari Resorts & Conventions is seeking a Guest Service Manager. In this role, you will be responsible for the resort-wide, overall levels of guest satisfaction centered around the front office, bell staff, concierge, Emerald Lounge VIP, and potentially valet. You will also work in partnership with the Front Office Manager as well as the Director of Guest Services to achieve our elevated guest experience results. As part of our leadership team, you’ll embody our Promise to Lead with Love—guiding, supporting, and inspiring associates while delivering extraordinary guest experiences. You’ll ensure every guest receives a warm, personalized, and seamless experience from arrival to departure. Through leading and supporting the front office team, you help create a positive work environment that empowers associates to exceed guest expectations at every touchpoint.
Requirements
- A broad understanding of the tourism industry and the day-to-day functions of all aspects of a resort.
- 2-5 years' experience from a smaller property (under 500 rooms) manager or a large property (over 500 rooms) supervisor.
- Previous use of a Property Management System.
- Significant guest resolution, guest conflict, and positive service recovery experience.
- An attention to detail, organized, forward-thinking, and motivate individuals.
- Experience with scheduling 10 or more associates.
- Proven experience in teaching others.
- Someone with a fun and engaging personality.
Responsibilities
- Oversee daily front office operations, including guest check-in/check-out, room assignments, and special requests to ensure a smooth and welcoming experience.
- Lead, train, and support front desk and bell staff teams, promoting service excellence and consistent adherence to resort standards.
- Handle guest concerns or service recovery situations promptly and professionally, turning challenges into opportunities to enhance guest satisfaction.
- Collaborate with other departments to ensure a seamless guest stay.
- Monitor staffing levels, scheduling, and performance metrics, to help drive operational efficiency while maintaining high levels of guest service.
Benefits
- Career growth opportunities with promotion from within
- 401(k) matching, paid time off, and holiday compensation
- Health, dental, and vision coverage for full-time associates
- Employee appreciation events, discounts, and perks at all resorts
- Education assistance programs to help advance your career
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
