Resort Guest Experience Manager

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

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