Guest Services Manager: Elevate Guest Experience & Ops

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 seeks a Guest Services Manager to lead operations across Front Office, Bell, Valet and PBX, while driving guest and employee satisfaction and maximizing departmental performance. You will analyze reporting systems, translate insights into actionable plans, ensure compliance with brand standards, and train staff for career progression.

This role requires strong service orientation, teamwork, and the ability to manage schedules and multiple tasks in a resort

Qualifications

• High School Diploma or equivalent education/experience.
• 1+ year front desk/guest service management experience.
• Flexible schedule based on business demands.
• Strong customer service experience.
• Criminal background check and drug screen completed.

Responsibilities

• Manages the execution of all operations in Guest Services (e.g., Front Office, Bell, Valet, and PBX).
• Analyzes operational and reporting systems and translates insights into actionable plans.
• Audits systems and reviews reports to ensure brand and service standards.
• Assists with guest services functions as needed.
• Trains staff and supports career development.
• Handles personnel matters including performance management and investigations.
• Identifies opportunities to improve guest services processes and drive efficiency.

Skills

Customer service

Front desk management

Scheduling flexibility

Teamwork

Multitasking

Education

High School Diploma

Bachelor's Degree in Hospitality

Job description

Great Wolf Lodge in Bloomington, MN seeks a Guest Services Manager to lead operations across Front Office, Bell, Valet and PBX, while driving guest and employee satisfaction and maximizing departmental performance. You will analyze reporting systems, translate insights into actionable plans, ensure compliance with brand standards, and train staff for career progression.

This role requires strong service orientation, teamwork, and the ability to manage schedules and multiple tasks in a resort