Director of Guest Services and Operations

2 months ago


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

We are seeking a highly skilled and experienced Director of Guest Services and Operations to join our team at Great Wolf Resorts. As a key member of our leadership team, you will be responsible for overseeing the Front Office, Reservations, PBX, Bell Services, and Kids Experience departments, ensuring exceptional guest experiences and operational excellence.

Key Responsibilities
  • Leadership and Management: Manage and lead a team of employees, providing guidance, coaching, and development opportunities to ensure high performance and guest satisfaction.
  • Guest Services: Achieve guest services operational objectives by contributing to strategic plans, preparing and completing action plans, implementing productivity, quality, and customer-service standards, and resolving problems.
  • Operational Excellence: Maintain a safe, secure, and healthy environment by establishing, following, and enforcing standards and procedures, complying with legal regulations, and updating job knowledge through educational opportunities and professional networks.
  • Team Collaboration: Foster a collaborative and inclusive work environment, promoting teamwork, open communication, and a culture of excellence.
Requirements
  • Education: Associate's degree in Hospitality, Hotel Management, or related field, or equivalent experience.
  • Experience: 3+ years of previous Guest Service management experience, demonstrating ability to develop comprehensive organizational plans and manage people to obtain individual and organizational goals.
  • Skills: Successful completion of a criminal background check and drug screen, ability to multi-task and prioritize tasks with minimal direction, proven teamwork skills, enthusiasm, and excellent communication skills.


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