Director, Guest Services

3 months ago

Elkton, United States Great Wolf Lodge Full time

Pay: $100000 per year - $100000 per year

At Great Wolf, our Director of Guest Services strives to continually improve guest and employee satisfaction, maximize the financial performance of the department and monitor compliance with standards and procedures.

Join our Pack:

Grow your career: A great place to start or advance your career with cross-training, scholarship fund, and talent development programs at all levels

Great Perks: Take advantage of exclusive perks for you, your family, and friends including discounted vacations and employee referral incentives

Learn While You Earn: Gain access to Great Wolf University for on-the-job training, functional, and leadership training

Prioritize Your Well-Being: We offer flexible scheduling, access to a holistic wellness program and technology, and support through our Employee Assistance Program and Employee Relief Fund

Celebrate Your Uniqueness: Join a team that cheers for diversity and inclusion through programs that make everyone feel welcome and recognized.

Benefits:

Medical, Dental, and Vision insurance

Health savings account

Telehealth resources

Life insurance

401K with employer match

Paid vacation time off

Paid parental leave

Essential Duties & Responsibilities

  • Manages and leads the Front Office, Reservations, PBX, Bell Services and Kids Experience departments
  • Accomplishes human resource objectives by recruiting, selecting, orientating, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures
  • Achieves guest services operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change
  • Maintains guest confidence by maintaining service levels; inspiring repeat visits; making the resort a "family tradition"
  • Maintains a safe, secure, and healthy environment by establishing, following, and enforcing standards and procedures; complying with legal regulations
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Enhances resort reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Basic Qualifications & Skills

  • Associates Degree in Hospitality, Hotel Management (or related field) or equivalent experience
  • 3+ year previous Guest Service management experience, demonstrating ability to develop comprehensive organizational plans and managing people to obtain individual and organizational goals
  • Successful completions of a criminal background check and drug screen

Desired Qualifications & Skills

  • Bachelors Degree in Hospitality, Hotel Management (or related field) or equivalent experience
  • Previous experience at Director level at family themed resort
  • Ability to multi-task and prioritize a variety of tasks with minimal direction
  • Proven teamwork skills
  • Enthusiastic and energetic
  • Excellent communication skills

Physical Requirements

  • Ability to lift up to 20 lbs.
  • Able to sit and/or stand for long periods of time

Application Instructions

We are hiring immediately, with relocation packages available. Click on Apply Now or chat with a recruiter (bottom of your screen on Great Wolfs website). Complete an application and a recruiter will reach out on next step.

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