Director of Guest Services

2 weeks ago


Williamsburg, Virginia, United States Great Wolf Lodge Full time
Job Summary

We are seeking a highly motivated and experienced Director of Guest Services to join our team at Great Wolf Lodge. As a key member of our leadership team, you will be responsible for leading the Front Office, Reservations, PBX, Bell Services, and Kids Experience departments to deliver exceptional guest experiences and drive business results.

Key Responsibilities
  • Lead and manage a team of guest services professionals to ensure exceptional guest experiences and high levels of customer satisfaction.
  • Develop and implement strategies to drive revenue growth, improve operational efficiency, and enhance the overall guest experience.
  • Collaborate with other departments to ensure seamless execution of guest services and operations.
  • Monitor and analyze guest feedback and operational metrics to identify areas for improvement and implement changes as needed.
  • Ensure compliance with company policies, procedures, and regulatory requirements.
Requirements
  • Bachelor's degree in Hospitality, Hotel Management, or related field.
  • Minimum 3 years of experience in guest services management, preferably in a family-themed resort.
  • Proven track record of driving revenue growth, improving operational efficiency, and enhancing the guest experience.
  • Excellent leadership, communication, and problem-solving skills.
  • Ability to work in a fast-paced environment and adapt to changing priorities.


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