Director of Guest Services — Lead Guest Experience & Team

Great Wolf Lodge; Manteca (CA); On-site; USD 115,000 - 130,000; Full time

Benefits offered by this job

Grow your career

Great Perks

Learn While You Earn

Well-being program

Diversity & inclusion

Job summary

Great Wolf Lodge in Manteca, CA is seeking a Director of Guest Services to lead Front Office, Reservations, PBX, Bell Services and Kids Experience, drive guest satisfaction, and maximize department financial performance.

This role requires 3+ years of guest service management, relevant hospitality degrees, and the ability to recruit, train and coach staff while ensuring safety and compliance.

Qualifications

• Minimum of an Associate Degree in Hospitality, Hotel Management, or equivalent experience
• 3+ years of guest service management experience
• Successful completion of criminal background check and drug screen

Responsibilities

• Manages and leads Front Office, Reservations, PBX, Bell Services and Kids Experience
• Recruits, selects, trains, assigns, coaches, and disciplines staff; enforces policies
• Drives guest services objectives through planning, audits, and improvement initiatives
• Maintains guest confidence by upholding service levels and encouraging repeat visits
• Ensures a safe, compliant environment by following standards and regulations
• Keeps knowledge current via education and professional networks

Skills

Guest service management

Team leadership

Hiring and training

Performance management

Compliance

Education

Associates Degree in Hospitality/Hotel Management

Bachelors Degree in Hospitality/Hotel Management

Job description

Great Wolf Lodge in Manteca, CA is seeking a Director of Guest Services to lead Front Office, Reservations, PBX, Bell Services and Kids Experience, drive guest satisfaction, and maximize department financial performance.

This role requires 3+ years of guest service management, relevant hospitality degrees, and the ability to recruit, train and coach staff while ensuring safety and compliance.