About the position
At Great Wolf Lodge, the Director of Guest Services plays a pivotal role in enhancing guest and employee satisfaction while maximizing the financial performance of the department. This position is responsible for overseeing various departments including the Front Office, Reservations, PBX, Bell Services, and Kids Experience. The Director will ensure compliance with established standards and procedures, striving to create a welcoming and enjoyable environment for all guests. The role involves not only managing day-to-day operations but also contributing to strategic planning and implementing action plans to achieve operational objectives. The Director will be tasked with recruiting, selecting, training, and managing staff, ensuring that all employees are aligned with the company's goals and standards. This includes coaching and counseling team members, enforcing policies, and maintaining a high level of service that inspires repeat visits and builds a family tradition at the resort. The Director will also be responsible for maintaining a safe and healthy environment, complying with legal regulations, and enhancing the resort's reputation through exceptional service and innovative solutions. In addition to operational responsibilities, the Director will have opportunities for professional development through Great Wolf University, which offers on-the-job training and leadership programs. The position also emphasizes the importance of well-being, providing flexible scheduling and access to wellness programs. The Director will be a key player in fostering a diverse and inclusive workplace, ensuring that all team members feel valued and recognized.
Responsibilities
- Manage and lead the Front Office, Reservations, PBX, Bell Services, and Kids Experience departments.
- Accomplish human resource objectives by recruiting, selecting, orientating, training, assigning, scheduling, coaching, counseling, and disciplining employees.
- Contribute information and recommendations to strategic plans and reviews; prepare and complete action plans; implement productivity, quality, and customer-service standards.
- Resolve problems, complete audits, identify trends, and determine system improvements.
- Maintain guest confidence by ensuring service levels are met and inspiring repeat visits.
- Establish, follow, and enforce standards and procedures to maintain a safe, secure, and healthy environment.
- Participate in educational opportunities and maintain personal networks to enhance job knowledge.
- Accept ownership for accomplishing new and different requests and explore opportunities to add value.
Requirements
- Associates Degree in Hospitality, Hotel Management, or related field, or equivalent experience.
- 3+ years of previous Guest Service management experience, demonstrating ability to develop comprehensive organizational plans and manage people effectively.
- Successful completion of a criminal background check and drug screen.
Nice-to-haves
- Bachelor's Degree in Hospitality, Hotel Management, or related field, or equivalent experience.
- Previous experience at Director level at a family-themed resort.
- Ability to multi-task and prioritize a variety of tasks with minimal direction.
- Proven teamwork skills.
- Enthusiastic and energetic demeanor.
- Excellent communication skills.
Benefits
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Leadership training provided
- Life insurance
- Paid vacation time off
- Paid parental leave
