Guest Service Manager

Kalahari-Resorts-; Wisconsin Dells (WI); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Career growth opportunities

401(k) matching

Health, dental, and vision coverage

Employee appreciation events and perks

Education assistance programs

Job summary

Kalahari Resorts & Conventions in Wisconsin Dells, WI is seeking a Guest Service Manager to lead resort-wide front desk, bell staff, concierge, Emerald Lounge VIP, and valet services. Partner with the Front Office Manager and Director of Guest Services to deliver an elevated guest experience and a welcoming atmosphere for all guests.

You will mentor and train teams, oversee daily operations, handle guest concerns, and drive staffing and performance metrics while collaborating with other

Qualifications

• Broad understanding of the tourism industry and resort operations.
• 2-5 years of management or supervisory experience in hospitality.
• Experience using a Property Management System (PMS).
• Strong guest recovery and service-resolution capabilities.
• Detail-oriented, organized, and able to motivate teams.
• Experience scheduling 10+ associates and teaching others.

Responsibilities

• Lead front office, bell staff, concierge and VIP services to ensure guest satisfaction.
• Oversee daily front desk operations including check-in/check-out and room assignments.
• Train and support front desk and bell staff; uphold resort standards.
• Address guest concerns promptly and professionally to recover service.
• Collaborate with other departments to ensure seamless guest stays.
• Monitor staffing, scheduling, and performance metrics to drive efficiency.

Skills

Tourism industry knowledge

2-5 years hospitality experience

PMS experience

Guest resolution experience

Staff scheduling 10+ associates

Team teaching

Motivates others

Attention to detail

Organized and forward-thinking

Engaging personality

Tools

Property Management System

Job description

Wisconsin Dells, Wisconsin, United States

Job Title

Guest Service Manager

Location(s)

Description

Help Deliver the Kalahari Experience

At Kalahari Resorts & Conventions, we don’t just create vacations, we craft unforgettable experiences. Home to America’s Largest Indoor Waterparks, our African-inspired resorts offer world-class dining, luxurious spas, thrilling entertainment, and cutting-edge convention centers that redefine hospitality.

But we’re more than a resort. As a family-owned company, our Promise is simple: Lead with Love. This means caring deeply for our guests, associates, communities, treating people like family, giving back generously, and creating spaces where everyone feels valued.

Through our partnership with Charity: Water, we’re also committed to bringing clean water to one million people in Africa.

Kalahari Resorts & Conventions is seeking a Guest Service Manager. In this role, you will be responsible for the resort-wide, overall levels of guest satisfaction centered around the front office, bell staff, concierge, Emerald Lounge VIP, and potentially valet. You will also work in partnership with the Front Office Manager as well as the Director of Guest Services to achieve our elevated guest experience results. while providing courteous and efficient service to all guests. You will be a resource for the many questions our guests may have and ensure customer satisfaction prior to arrival and throughout their stay. As part of our leadership team, you’ll embody our Promise to Lead with Love guiding, supporting, and inspiring associates while delivering extraordinary guest experiences. Your professionalism and helpful attitude will set the tone for a positive overall impression of the Kalahari.

Key Responsibilities

• Ensure that all guests feel welcome and are given responsive, friendly, and courteous service at all times.
• Oversee daily front office operations, including guest check-in/check-out, room assignments, and special requests to ensure a smooth and welcoming experience.
• Lead, train, and support front desk and bell staff teams, promoting service excellence and consistent adherence to resort standards.
• Handle guest concerns or service recovery situations promptly and professionally, turning challenges into opportunities to enhance guest satisfaction.
• Collaborate with other departments to ensure a seamless guest stay.
• Monitor staffing levels, scheduling, and performance metrics, to help drive operational efficiency while maintaining high levels of guest service.

What We’re Looking For

• You must have a broad understanding of the tourism industry and the day-to-day functions of all aspects of a resort.
• Seeking 2-5 years' experience from a smaller property (under 500 rooms) manager or a large property (over 500 rooms) supervisor.
• Previous use of a Property Management System.
• Significant guest resolution, guest conflict, and positive service recovery experience.
• An attention to detail, organized, forward-thinking, and motivate individuals.
• Experience with scheduling 10 or more associates.
• Proven experience in teaching others.
• Someone with a fun and engaging personality.

A Sampling of Our Benefits

Our team enjoys a comprehensive benefits package, including:

• Career growth opportunities with promotion from within
• 401(k) matching, paid time off, and holiday compensation
• Health, dental, and vision coverage for full-time associates
• Employee appreciation events, discounts, and perks at all resorts
• Education assistance programs to help advance your career

Be Part of Something Extraordinary

At Kalahari, we believe the best leaders Lead with Love because love builds trust, inspires growth, and creates experiences that last a lifetime. That’s why we’re proud to be recognized by Forbes as one of America’s Best Midsize Employers, America’s Best Employers for Women, and by USA TODAY as the #1 Best Indoor Water Park.

Here, careers thrive, innovation is encouraged, and every day brings new opportunities to create meaningful moments. Whether you’re delivering guest service, crafting memorable meals, or leading a team, your work makes a real impact.

| Wisconsin Dells, WI | Sandusky, OH | Pocono Manor, PA | Round Rock, TX | Spotsylvania County, VA |

Kalahari Resorts & Conventions is an Equal Opportunity Employer.

Wisconsin Dells - 608-254-5466 ext. 42123

Pennsylvania - 570-580-6000 ext. 21077

Texas - 512-582-4765

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