Guest Services Director

5 days ago


Gurnee, Illinois, United States Great Wolf Resorts Full time
Job Summary

As a Guest Services Manager at Great Wolf Resorts, you will be responsible for leading the execution of all operations in Guest Services, including Front Office, Bell, Valet, and PBX. You will assist in analyzing operational and reporting systems, translating insights into actionable plans for the organization and each property. Your duties will include auditing systems, reviewing reports, and identifying opportunities to improve guest services processes and drive efficiency.

Key Responsibilities
  • Manage the execution of all operations in Guest Services
  • Assist in analyzing operational and reporting systems
  • Audit systems and review reports
  • Identify opportunities to improve guest services processes and drive efficiency
  • Assist with guest services functions as needed
  • Assist in training staff and developing for potential career advancement
  • Responsible for personnel-related matters, including performance management, disciplinary action, investigations, and training
Requirements
  • High School Diploma or equivalent education/experience
  • 1+ year previous Front Desk/Guest Service management experience
  • Must be flexible regarding schedule, based on business demands
  • Previous experience demonstrating strong customer service
  • Successful completion of a criminal background check and drug screen
Preferred Qualifications
  • Bachelor's Degree in Hospitality, Hotel Management, or related field
  • 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 pounds
  • Able to sit and/or stand for long periods of time


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