Director, Guest Services

Great Wolf Lodge; Concord (NC); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

Grow your career

Great Perks

Learn While You Earn

Prioritize Your Well-Being

Celebrate Your Uniqueness

Job summary

Great Wolf Lodge is seeking a Director of Guest Services in Concord, NC to lead Front Office, Reservations, PBX, Bell Services and Kids Experience, while driving guest satisfaction and financial performance.

The role requires 3+ years of guest service management experience and an Associates degree in Hospitality/Hotel Management (or related field). A Bachelor’s degree and prior director-level experience at a family-themed resort are preferred.

Qualifications

• Associates Degree in Hospitality, Hotel Management (or related field) or equivalent experience.
• 3+ year previous Guest Service management experience, demonstrating ability to develop comprehensive organizational plans and managing people to obtain goals.
• Successful completions of a criminal background check and drug screen.

Responsibilities

• Manages and leads the Front Office, Reservations, PBX, Bell Services and Kids Experience departments.
• Recruits, selects, orientates, trains, schedules, coaches, counsels, and disciplines employees; communicates expectations; plans and evaluates performance.
• Implements standards to improve productivity and guest service; conducts audits and identifies trends.
• Maintains guest confidence by upholding service levels and inspiring repeat visits.
• Maintains a safe, compliant environment by following standards and regulations.
• Keeps job knowledge current through education and professional involvement.

Skills

Guest Service Leadership

Team Leadership

Recruiting & Training

Education

Associates Degree in Hospitality/Hotel Management

Bachelors Degree in Hospitality/Hotel Management

Job description

Pay: $90000 - $100000

At Great Wolf, ourDirector of Guest Services strives to continually improve guest and employee satisfaction, maximize the financial performance of the department and monitor compliance with standards and procedures.

Join our Pack:

• Grow your career: A great place to start or advance your career with cross-training, scholarship fund, and talent development programs at all levels
• Great Perks: Take advantage of exclusive perks for you, your family, and friends – including discounted vacations and employee referral incentives
• Learn While You Earn: Gain access to Great Wolf University for on-the-job training, functional, and leadership training
• Prioritize Your Well-Being: We offer flexible scheduling, access to a holistic wellness program and technology, and support through our Employee Assistance Program and Employee Relief Fund
• Celebrate Your Uniqueness: Join a team that cheers for diversity and inclusion through programs that make everyone feel welcome and recognized.

Benefits:

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

Essential Duties & Responsibilities

• Manages and leads the Front Office, Reservations, PBX, Bell Services and Kids Experience departments
• Accomplishes human resource objectives by recruiting, selecting, orientating, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures
• Achieves guest services operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change
• Maintains guest confidence by maintaining service levels; inspiring repeat visits; making the resort a "family tradition"
• Maintains a safe, secure, and healthy environment by establishing, following, and enforcing standards and procedures; complying with legal regulations
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Enhances resort reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Basic Qualifications & Skills

• Associates Degree in Hospitality, Hotel Management (or related field) or equivalent experience
• 3+ year previous Guest Service management experience, demonstrating ability to develop comprehensive organizational plans and managing people to obtain individual and organizational goals
• Successful completions of a criminal background check and drug screen

Desired Qualifications & Skills

• Bachelors Degree in Hospitality, Hotel Management (or related field) or equivalent experience
• Previous experience at Director level at family themed resort
• 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 lbs.
• Able to sit and/or stand for long periods of time

Estimated Salary Range:

$90000 - $100000 annual base salary

An employee’s pay position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs. The range listed is just one component of Great Wolf’s total compensation package. Other rewards may include annual bonuses, a Paid Time Off policy, and other perks.

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on race, color, religion, sex, sexual orientation, gender identity, national origin, and for inquiring about, discussing or disclosing compensation. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.