Director, Guest Services

$100,000 - $100,000/Yr

Great Wolf Resorts - Perryville, MD

Full-time - Manager

Perryville, MD

Accommodation

About the position

The Director of Guest Services at Great Wolf is responsible for enhancing guest and employee satisfaction, optimizing departmental financial performance, and ensuring compliance with established standards and procedures. This leadership role involves managing various departments, including Front Office, Reservations, and Kids Experience, while fostering a culture of diversity and inclusion within the team.

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 to strategic plans and reviews by preparing and completing action plans, implementing productivity, quality, and customer-service standards, and resolving problems.
• Maintain guest confidence by ensuring high service levels and inspiring repeat visits.
• Establish and enforce standards and procedures to maintain a safe, secure, and healthy environment.
• Participate in educational opportunities and maintain professional networks to update job knowledge.

Requirements

• Associates Degree in Hospitality, Hotel Management, or related field, or equivalent experience.
• 3+ years of previous Guest Service management experience with a proven ability to develop organizational plans and manage people effectively.
• Successful completion of a criminal background check and drug screen.

Nice-to-haves

• Bachelors Degree in Hospitality, Hotel Management, or related field, or equivalent experience.
• Previous experience at the Director level in a family-themed resort.
• Ability to multi-task and prioritize tasks with minimal direction.
• Proven teamwork skills.
• Enthusiastic and energetic personality.
• Excellent communication skills.

Benefits

• Medical, Dental, and Vision insurance
• Health savings account
• Telehealth resources
• Life insurance
• 401K with employer match
• Paid vacation time off
• Paid parental leave