Guest Experience Leader - Lodging & Front Desk

Splish Splash Water Park; Lancaster (Lancaster County); On-site; USD 52,000 - 70,000; Full time

Job summary

Dutch Wonderland Inn is seeking a Guest Experience Manager to lead the front desk operations and drive exceptional first impressions across the resort. You will mentor staff, manage shift schedules, and ensure smooth lodging services with a focus on hospitality and guest satisfaction.

As the ambassador for the resort, you will uphold brand promises, resolve guest issues, and collaborate with housekeeping and maintenance to maintain a welcoming environment for families throughout every shift.

Qualifications

• Bachelor’s degree in Business Administration, Hospitality Management, or related field; equivalent work experience considered
• 3+ years of front desk or hospitality experience
• 1+ years of supervisory/management experience in hospitality
• Excellent English communication; bilingual skills a plus

Responsibilities

• Lead the front desk operations and guest impressions.
• Mentor and coach front desk staff; manage scheduling and timekeeping.
• Control departmental finances to maximize revenue and manage costs.
• Ensure policy compliance and create a safe, productive work environment.
• Assist with Manager on Duty duties and guest issue resolutions.
• Collaborate with housekeeping/maintenance to resolve requests.
• Maintain brand standards and hospitality best practices.

Skills

English fluency

Bilingual

Customer service

Leadership

Hospitality knowledge

Front desk operations

Education

High school diploma / GED or equivalent

Bachelor’s degree in Business Administration, Hospitality Management, or related field

Tools

Microsoft Outlook

Microsoft Excel

Microsoft Word

PowerPoint

POS systems

Job description

Dutch Wonderland Inn is seeking a Guest Experience Manager to lead the front desk operations and drive exceptional first impressions across the resort. You will mentor staff, manage shift schedules, and ensure smooth lodging services with a focus on hospitality and guest satisfaction.

As the ambassador for the resort, you will uphold brand promises, resolve guest issues, and collaborate with housekeeping and maintenance to maintain a welcoming environment for families throughout every shift.