Guest Services Director - Resort

Kalahari Resorts & Conventions•Woodford, VA

About The Position

At Kalahari Resorts & Conventions, we don’t just create vacations—we craft unforgettable experiences. Home to America’s Largest Indoor Waterparks, our African-inspired resorts offer world-class dining, luxurious spas, thrilling entertainment, and cutting-edge convention centers that redefine hospitality.  But we’re more than a resort. As a family-owned company, our Promise is simple: Lead with Love. This means caring deeply for our guests, associates, and communities—treating people like family, giving back generously, and creating spaces where everyone feels valued.  Through our partnership with charity: water, we’re also committed to bringing clean water to one million people in Africa.  Director of Guest Services Kalahari Resorts & Conventions is seeking a Director of Guest Services. In this role, you’ll directly supervise the front office, bell staff and concierge teams as well as work in partnership with the Front Office Manager(s), Director of Rooms and the Guest Experience team to achieve our desired results. You’ll potentially serve as the Property Manager on duty when needed, and oversee all property operations, ensuring that the highest levels of hospitality and service are provided. 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 represent property management in resolving any guest or property related situation as well as manage the flow of inquiries and direct guests within the lobby.    The anticipated hire date for this position is late Summer 2026.

Requirements

Four years of previous front office or guest service manager experience.
Broad understanding of the tourism industry and the day-to-day functions of all aspects of a resort.
Experience growing others – and looking for growth.
Basic P&L/budget experience.
Passion, energy, self-motivation and an infectious personality!

Nice To Haves

Bilingual, in Spanish and English.
Experience with a property of 500 rooms or more.
Formal training or hands-on education in hotel management and operations.
Basic sales experience.

Responsibilities

Oversee daily guest services operations, ensuring exceptional service delivery and a seamless experience across all touchpoints.
Lead, coach, and develop guest services teams to create a positive, high-performing work environment.
Design and implement service standards, policies, and procedures to consistently exceed guest expectations.
Manage budgets, staffing, and resources to optimize efficiency, service quality, and departmental performance.
Analyze guest feedback and service metrics to identify trends, resolve issues, and drive continuous improvement initiatives.