Manager - Guest Services

Kalahari Resorts LLC; Wisconsin Dells (WI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Career growth opportunities

401(k) matching and PTO

Health, dental, and vision coverage

Employee appreciation events and perks

Job summary

Kalahari Resorts & Conventions in Wisconsin Dells is seeking a Guest Service Manager to oversee the resort-wide guest experience at the front office, bell staff, concierge, and VIP services. You will partner with the Front Office Manager and Director of Guest Services to elevate guest satisfaction and lead a team committed to delivering extraordinary experiences.

As part of the leadership team, you’ll embody our Lead with Love promise, guiding and inspiring associates while maintaining

Qualifications

• Broad understanding of the tourism industry and resort operations.
• 2–5 years experience at a smaller property (under 500 rooms) or a large property (over 500 rooms).
• Previous use of a Property Management System.
• Significant guest resolution and service recovery experience.
• Attention to detail, organized, forward-thinking, and motivate individuals.
• Experience scheduling 10 or more associates.
• Proven experience in teaching others.
• Someone with a fun and engaging personality.

Responsibilities

• Ensure guests feel welcome with responsive, friendly service.
• Oversee front office operations including check-in/check-out and room assignments.
• Lead, train, and support front desk and bell staff.
• Handle guest concerns or service recovery promptly.
• Collaborate with other departments for seamless stays.
• Monitor staffing levels, scheduling, and performance metrics.

Skills

Industry knowledge

Hospitality experience

PMS experience

Guest recovery

Attention to detail

Team scheduling

Mentoring

Positive attitude

Job description

Wisconsin Dells, Wisconsin, United States

Job Title

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,y ou 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.