Guest Services Manager - Giants Ridge

Guest Services•Biwabik, MN

7d•$52,000 - $56,000

About The Position

The Guest Services Manager leads year-round Guest Services operations at Giants Ridge across summer golf and winter recreation seasons. The role oversees service functions, team performance, operational efficiency, and service standards to provide an exceptional guest experience at every point of contact. The manager leads, coaches, supports, and develops employees; collaborates with department leaders; and contributes to operational, guest satisfaction, and financial goals. The position helps create a welcoming, professional, guest-focused environment at a four-season resort.

Requirements

Three or more years of leadership or management experience; hospitality, recreation, tourism, golf, ski, or resort operations experience is preferred.
Strong leadership, organizational, problem-solving, and decision-making skills.
Ability to motivate, coach, and develop employees.
Excellent customer service and conflict-resolution skills.
Strong verbal and written communication skills.
Ability to manage multiple priorities and adapt to changing operational demands.
Proficiency in Microsoft Office and company-related systems and technology.
Ability to analyze operational information and make sound business decisions.
Knowledge of budgeting, scheduling, labor management, and financial accountability practices.
Ability to maintain confidentiality and exercise professional judgment.
Valid driver's license.
Flexibility to work weekends, holidays, peak operating periods, evenings, and extended hours as required by operational needs and seasonal demands.
Ability to sit, stand, and walk for extended periods; move through company facilities and work areas; occasionally lift, carry, push, or pull up to 30 pounds; and bend, stoop, reach, and perform repetitive hand and arm movements.
Ability to work indoors and outdoors in varied weather and environmental conditions.

Nice To Haves

Previous experience in hospitality, recreation, retail, tourism, or a related customer-focused industry.
Experience with point-of-sale systems, reservations, scheduling, and operational reporting.

Responsibilities

Lead, supervise, train, schedule, and develop Guest Services employees while fostering a positive, accountable, guest-focused culture.
Set performance expectations, provide coaching and feedback, and ensure compliance with company policies, procedures, and safety standards.
Establish and maintain guest service standards across company operations.
Respond to and resolve guest concerns professionally and promptly, and identify opportunities to improve guest satisfaction.
Direct daily Guest Services operations and ensure efficient, consistent service delivery across golf and winter recreation seasons.
Coordinate staffing, workflow, and seasonal operational transitions to meet business needs and guest expectations.
Develop, implement, and maintain departmental procedures that support operational effectiveness and service excellence.
Assist with departmental budgeting, labor management, revenue objectives, and financial accountability.
Maintain operational records, prepare reports, monitor performance metrics, and identify opportunities for continuous improvement.
Partner with leadership and other departments to support company-wide goals, programs, and guest experiences.
Promote a safe work environment and ensure compliance with company policies, regulatory requirements, and operating procedures.
Respond appropriately to operational incidents and emergency situations.
Perform other duties as assigned.