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Director, Resort Operations

2 weeks ago


Gurnee, Illinois, United States Great Wolf Resorts Full time

About the Role

We are seeking a highly skilled and experienced Director, Housekeeping to join our team at Great Wolf Resorts. As a key member of our resort operations team, you will be responsible for overseeing all aspects of housekeeping services and programming.

Key Responsibilities

  • Develop and implement comprehensive plans that support organizational objectives, effectively allocating resources and time across departments.
  • Fiscal management of housekeeping operations, including creating and maintaining departmental budgets, forecasts, and financial reports.
  • Manage daily activities of the Housekeeping and Laundry department, ensuring cleanliness of public areas and guest rooms.
  • Supervise laundry pack members and ensure efficient operation of the department.
  • Collaborate with cross-functional teams to coordinate resort activities.
  • Monitor and respond to guest comments, addressing operational resolutions in a timely and professional manner.
  • Conduct investigative actions with guests, handling customer requests in a courteous and efficient way.
  • Manage room expeditor software program (REX) to maintain maximum efficiency of inventory management.
  • Participate in the Manager-On-Duty (MOD) program, executing duties as required.
  • Recruit, hire, train, and evaluate team member performance against standards.
  • Plan and implement staff training and development programs within the department.
  • Monitor quality assurance program for the lodge.
  • Review accuracy of nightly housekeeping reports and investigate discrepancies.
  • Serve on the resort Executive Committee, representing the interests of the housekeeping function.
  • Enforce policies and procedures, maintaining a working knowledge of general and departmental safety procedures.