What are the responsibilities and job description for the Guest Services Manager position at Great Wolf Lodge?
At Great Wolf, our Guest Services Manager strives to continually improve guest and employee satisfaction, maximize the financial performance of the department and monitors compliance with standards and procedures.
Essential Duties & Responsibilities
- Manages the execution of all operations in Guest Services (e.g., Front Office, Bell, Valet, and PBX)
- Assists in analyzing operational and reporting systems and translates the insight into actionable plans for the organization and each property
- Audits systems & reviews reports understanding gaps in performance execution of brand and service standards
- Assists with guest services functions as needed
- Assists in training staff and developing for potential career advancement
- Responsible for personnel related matters including: performance management, disciplinary action, investigations, training, etc.
- Identifies opportunities and implements programs to improve guest services processes, drive efficiency, and maximize the guest experience
Basic Qualifications & Skills
- 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 completions of a criminal background check and drug screen
Desired Qualifications & Skills
- 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
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
