Guest Services Manager

Great Wolf Lodge; Baraboo (WI); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401K with employer match

Paid vacation time off

Paid parental leave

Discounted vacations

Job summary

Great Wolf Lodge is seeking a Guest Services Manager in Baraboo, Wisconsin. This role focuses on improving guest and employee satisfaction while managing all aspects of Guest Services operations. Responsibilities include training staff, auditing service standards, and enhancing guest experiences. The ideal candidate will have a high school diploma and over a year of management experience in a front desk or guest service role. Competitive pay between $60,000 and $65,000 annually is offered with benefits including medical insurance and paid time off.

Qualifications

• 1+ year previous Front Desk/Guest Service management experience.
• Successful completion of a criminal background check and drug screen.
• Ability to multi-task and prioritize tasks.

Responsibilities

• Manage operations in Guest Services including Front Office and Bell.
• Assist in analyzing operational systems and translate insights into actionable plans.
• Identify and implement programs to improve guest services.

Skills

Strong customer service

Flexibility regarding schedule

Teamwork skills

Excellent communication

Education

High School Diploma or equivalent

Bachelor's Degree in Hospitality or related field

Job description

Pay: $60000 - $65000

At Great Wolf, our Guest Services Manager 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 the execution of all operations in Guest Services (e.g., Front Office, Bell, Valet, and PBX)
• Assists in analyzing operational and reporting systems and translates the insight into actionable plans for the organization and each property
• Audits systems & reviews reports understanding gaps in performance execution of brand and service standards
• Assists with guest services functions as needed
• Assists in training staff and developing for potential career advancement
• Responsible for personnel related matters including: performance management, disciplinary action, investigations, training, etc.
• Identifies opportunities and implements programs to improve guest services processes, drive efficiency, and maximize the guest experience

Basic Qualifications & Skills

• High School Diploma or equivalent education/experience
• 1+ year previous Front Desk/Guest Service management experience
• Must be flexible regarding schedule, based on business demands
• Previous experience demonstrating strong customer service
• Successful completions of a criminal background check and drug screen

Desired Qualifications & Skills

• Bachelor's Degree in Hospitality, Hotel Management or related field
• 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 pounds
• Able to sit and/or stand for long periods of time

Estimated Salary Range

$60000 - $65000 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.

EEO Statement

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.