Guest Services Manager

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

Benefits offered by this job

Medical, Dental, and Vision insurance

Health savings account

Telehealth resources

Life insurance

401K with employer match

Paid vacation time off

Paid parental leave

Job summary

Great Wolf Lodge in Bloomington, MN is seeking a Guest Services Manager to oversee Front Office, Bell, Valet, and PBX operations. The role focuses on improving guest and employee satisfaction while maximizing department performance and ensuring adherence to standards.

The position requires 1+ year of Front Desk/Guest Service management experience and a flexible schedule. Competitive base salary, benefits, and opportunities for career growth are offered in a dynamic hospitality environment.

Qualifications

• High School Diploma or equivalent education/experience.
• 1+ year of Front Desk/Guest Service management experience.
• Flexible schedule based on business demands.
• Strong customer service background.
• Criminal background check and drug screen required.

Responsibilities

• Manages the execution of all operations in Guest Services (Front Office, Bell, Valet, PBX).
• Analyzes operational and reporting systems and translates insight into actionable plans for the organization and each property.
• Audits systems and reviews reports for gaps in performance and adherence to brand standards.
• Assists with guest services functions as needed.
• Trains staff and supports potential career advancement.
• Manages personnel matters including performance, disciplinary actions, investigations, training.
• Identifies opportunities to improve guest services processes and drive guest satisfaction.

Skills

Front Desk Management

Guest Service Leadership

Customer Service

Scheduling

Education

High School Diploma or equivalent

Bachelor's Degree in Hospitality or related field

Job description

1700 American Blvd E,, BLOOMINGTON MN 55425, United States

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 monitors 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.