Resort Guest Experience Leader

Kalahari-Resorts-; Wisconsin Dells (WI); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Career growth opportunities

401(k) matching

Health, dental, and vision coverage

Employee appreciation events and perks

Education assistance programs

Job summary

Kalahari Resorts & Conventions in Wisconsin Dells, WI is seeking a Guest Service Manager to lead resort-wide front desk, bell staff, concierge, Emerald Lounge VIP, and valet services. Partner with the Front Office Manager and Director of Guest Services to deliver an elevated guest experience and a welcoming atmosphere for all guests.

You will mentor and train teams, oversee daily operations, handle guest concerns, and drive staffing and performance metrics while collaborating with other

Qualifications

• Broad understanding of the tourism industry and resort operations.
• 2-5 years of management or supervisory experience in hospitality.
• Experience using a Property Management System (PMS).
• Strong guest recovery and service-resolution capabilities.
• Detail-oriented, organized, and able to motivate teams.
• Experience scheduling 10+ associates and teaching others.

Responsibilities

• Lead front office, bell staff, concierge and VIP services to ensure guest satisfaction.
• Oversee daily front desk operations including check-in/check-out and room assignments.
• Train and support front desk and bell staff; uphold resort standards.
• Address guest concerns promptly and professionally to recover service.
• Collaborate with other departments to ensure seamless guest stays.
• Monitor staffing, scheduling, and performance metrics to drive efficiency.

Skills

Tourism industry knowledge

2-5 years hospitality experience

PMS experience

Guest resolution experience

Staff scheduling 10+ associates

Team teaching

Motivates others

Attention to detail

Organized and forward-thinking

Engaging personality

Tools

Property Management System

Job description

Kalahari Resorts & Conventions in Wisconsin Dells, WI is seeking a Guest Service Manager to lead resort-wide front desk, bell staff, concierge, Emerald Lounge VIP, and valet services. Partner with the Front Office Manager and Director of Guest Services to deliver an elevated guest experience and a welcoming atmosphere for all guests.

You will mentor and train teams, oversee daily operations, handle guest concerns, and drive staffing and performance metrics while collaborating with other