Corporate Director of Guest Experience

3 weeks ago

Wisconsin Dells, United States Kalahari Resorts and Conventions Full time
Description

Kalahari Resorts Conventions delivers a beyond expectations waterpark resort and conference experience all under one roof. The authentically African-themed resort is home to America's largest indoor waterparks and features well-appointed guest rooms, full-service Spa Kalahari, a fun-filled family entertainment center, on-site signature restaurants, unique retail shops and a state-of-the-art convention center.

We are seeking a visionary Corporate Director of Guest Experience who will elevate our guest journey through insightful data analysis, strategic recommendations, and collaborative initiatives across our properties. This role goes beyond traditional customer service to influence resort offerings, enhance convention experiences, optimize operational efficiencies, drive meaningful guest interactions, and ultimately impact guest ancillary spend by enhancing the overall guest experience. This is a new department, and this person must have the experience to "hit-the-ground running" without substantial training.

Key Responsibilities:

  • Conduct comprehensive analysis of guest feedback, operational practices, and industry trends to identify opportunities for enhancing the overall guest experience and increasing guest ancillary spend.
  • Collaborate with property directors to implement brand standards and consistent operational practices aimed at maximizing guest satisfaction and ancillary revenue.
  • Drive strategic initiatives based on data insights to optimize guest interactions, service offerings, and resort amenities, thereby influencing guest spending behaviors.
  • Lead efforts in connecting with convention guests and meeting planners to understand their needs and preferences, driving ancillary revenue opportunities.
  • Partner with cross-functional teams to influence CapX projects, food and beverage offerings, and other guest-centric initiatives that contribute to increased guest ancillary spend.
  • Develop and execute strategies to address service issues, enhance internal guest support, and positively impact guest spending behaviors.
Qualifications and Requirements:
  • Minimum 5 years of extensive resort operational experience with a strong background in data analytics and strategic planning.
  • Proven ability to translate data insights into actionable strategies that impact guest satisfaction and business outcomes. You might be asked to analyze already captured data as part of the interview process - and be able to tell a story about who we are or what the data reveals.
  • Excellent communication skills with the ability to collaborate effectively across all levels of the organization.
  • Experience in driving operational efficiencies and implementing best practices in guest service.
  • Strong problem-solving skills and a proactive approach to identifying and addressing challenges.
  • Ability to thrive in a dynamic, fast-paced environment and shift priorities as needed.
If your background is what we're seeking and your personality is one of service to others, please consider joining our growing and industry leading team.

Company Mission

We promise to deliver products and services beyond expectations.

Recruiting Vision

We understand that the individual is the most important element in the recruitment process. In mirroring the spirit of the brand, we promise authenticity, curiosity, honesty, timeliness, and follow-through. Whether a current opening exists or not, relationship building is critical to the success of our company.

A Sampling of Our Benefits

Our team enjoys a comprehensive and attractive benefits plan:
  • Promotion from within
  • Mental, Financial, Physical, Work/Life and Career wellness initiatives
  • Educational opportunities
  • Full and varied benefit package available for full-time associates
  • 401(k) with company match
  • Appreciation days, parties, and retention programs
  • Paid time off and holiday pay
  • Discounts and resort perks


Kalahari Resorts Conventions frequently receives awards and accolades for taking care of its associates and our guests. Recognition includes Forbes America's Best Midsize Employers, Cond Nast Traveler's #1 World's Coolest Indoor Waterparks, Best Family-Friendly Meeting Hotel and Resort in Smart Meeting's Smart Stars Awards, Parents' Magazine Kids' Travel Award Winner and TripAdvisor's Travelers' Choice Awards.

Current locations include Wisconsin Dells, Wisconsin (2000), Sandusky, Ohio (2005), Pocono Manor, Pennsylvania (2015), Round Rock, Texas (2020), and Spotsylvania County, Virginia (2026).

Kalahari Resorts Conventions is an equal opportunity employer.

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