Guest Services Manager

Great Wolf Lodge; LaGrange (GA); On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

401K with employer match

Paid vacation time off

Paid parental leave

Discounted vacations

Job summary

Great Wolf Lodge in LaGrange, GA is seeking a Guest Services Manager to lead operations across Front Office, Bell, Valet, and PBX, ensuring high guest satisfaction and strong financial performance. The role emphasizes process improvement and staff development.

Ideal candidates bring 1+ year of Front Desk/Guest Service management experience, a foundational hospitality education, and a flexible schedule. The company offers comprehensive benefits and opportunities for career growth within a diverse

Qualifications

• High School Diploma or equivalent education/experience.
• 1+ year Front Desk/Guest Service management experience.
• Flexibility in scheduling based on business demands.
• Strong customer service experience.
• Criminal background check and drug screen clearance.

Responsibilities

• Manages operation of Guest Services including Front Office, Bell, Valet, and PBX.
• Analyzes operations and translates insights into action plans.
• Audits systems and reports to ensure brand/service standards.
• Supports guest services functions as needed.
• Trains staff and supports career development.
• Handles personnel matters: performance, disciplinary actions, investigations, training.
• Identifies opportunities to improve guest services processes and efficiency.

Skills

Front Desk Management

Customer Service

Schedule Flexibility

Team Collaboration

Communication Skills

Education

Bachelor's Degree in Hospitality

High School Diploma or equivalent

Job description

150 Tom Hall Parkway, La Grange GA 30240, United States

Pay:

$60000 - $60000

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 - $60000 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.

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.