Director, Guest Services

Hunter Super Techs - TurnPoint; Concord (NC); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

Discounted vacations

Referral incentives

Great Wolf University

Flexible scheduling

Wellness program

Diversity & inclusion

Job summary

Great Wolf in Concord, NC is seeking a Director of Guest Services to oversee Front Office, Reservations, PBX, Bell Services and Kids Experience departments. The role centers on elevating guest and employee satisfaction while driving department financial performance and ensuring adherence to standards and procedures.

This leadership position requires strong people management, strategic thinking, and a commitment to exemplary service.

Qualifications

• Associates Degree in Hospitality, Hotel Management or related field is required or equivalent experience.
• 3+ years of guest service management experience with leadership responsibilities.
• Excellent communication and interpersonal skills to manage a diverse team.

Responsibilities

• Manages and leads Front Office, Reservations, PBX, Bell Services and Kids Experience departments.
• Recruit, hire, train, schedule, coach, and discipline staff to meet objectives.
• Contributes to strategic plans, sets standards, and monitors quality and service levels.
• Maintains guest confidence and drives repeat visits through exceptional service.
• Ensures a safe, compliant, and healthy environment and upholds policies.

Skills

Guest service management

Communication skills

Multi-tasking

Teamwork

Energetic attitude

Education

Associates Degree in Hospitality, Hotel Management

Bachelors Degree in Hospitality (preferred)

Job description

Location: 10175 Weddington Rd, CONCORD, NC, 28027 Pay: $90000 per year - $100000 per year

At Great Wolf, our Director 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 per year - $100000 per year 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.