Senior Guest Services Manager

Kalahari Resorts & Conventions; Sandusky (OH); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Promotion from within

Mental, Financial, Physical, Work/Life

Educational opportunities

Full and varied benefit package

401(k) with company match

Appreciation days, parties, retention

Paid time off, wellness days, holiday

Discounts and resort benefits

Job summary

Kalahari Resorts & Conventions in Sandusky, OH seeks a Senior Guest Services Manager to oversee front office operations and drive guest satisfaction across the resort. This role reports to the department director and leads the Guest Services team to ensure seamless check-in, concierge, billing, andPBX workflows.

The ideal candidate has managerial experience in a large resort, a guest-first mindset, and flexibility to work nights and weekends in a dynamic, multi-faceted property.

Qualifications

• Two years of managerial experience in front office or guest services at a hotel/resort with 300+ rooms.
• Ability to multi-task, manage detailed processes, and uphold department standards.
• Guest-forward, positive attitude and enthusiasm.
• Flexible schedule, including nights and weekends.
• Broad understanding of the tourism industry and resort operations.
• Experience navigating hotel renovations as a front desk manager is preferred.

Responsibilities

• Oversee resort-wide front office functions including guest registration, billing, concierge, bell/valet, and PBX.
• Lead and develop the Guest Services team to ensure smooth operations and excellent service.
• Serve as second-in-command to the department director and uphold service standards.

Skills

Management experience

Multi-tasking

Guest-focused attitude

Flexible schedule

Tourism industry knowledge

Renovation experience

Job description

Kalahari Resorts & Conventions delivers a waterpark resort and conference experience all under one roof. The authentically African-inspired resort is home to America’s largest indoor waterparks and features well-appointed guest rooms, full-service Spa Kalahari, a fun-filled family entertainment center, on-site signature restaurants, unique retail shops and a state-of-the-art convention center.

We are inviting you to apply for our Senior Guest Services Manager position. In this role you’ll be responsible for resort-wide, overall levels of guest satisfaction. The Senior Guest Services Manager will serve as second-in-command to the department director, overseeing all aspects of the front office including guest registration, guest billing, concierge services, bell/valet services, and PBX operations. This individual will manage the Guest Services team to ensure smooth operations and excellent guest service.

REQUIRED:

• At least two years’ managerial experience in front office or guest services at a hotel/resort with over 300 rooms
• Proven ability to multi-task, manage detailed processes, and create accountability around department standards
• Guest-forward, positive attitude and enthusiasm
• Flexible schedule, including nights and weekends
• A broad understanding of the tourism industry and the day-to-day functions of all aspects of a resort.
• Experience navigating hotel renovations as a front desk manager is highly preferred

If your background is what we’re seeking and your personality is one of service to others, please consider joining our growing and industry-leading team.

A Sampling of Our Benefits

Our team enjoys a comprehensive and attractive benefits plan:

• Promotion from within
• Mental, Financial, Physical, Work/Life and Career wellness initiatives
• Educational opportunities
• Full and varied benefit package available for full-time associates
• 401(k) with company match
• Appreciation days, parties, and retention programs
• Paid time off, dedicated wellness days and holiday pay
• Discounts and resort benefits

Kalahari Resorts & Conventions frequently receives awards and accolades for taking care of its associates and our guests. Recognition includes Forbes America’s Best Midsize Employers, Condé Nast Traveler’s #1 World’s Coolest Indoor Waterparks, Best Family-Friendly Meeting Hotel and Resort in Smart Meeting’s Smart Stars Awards, Parents’ Magazine Kids’ Travel Award Winner, and TripAdvisor’s Travelers’ Choice Awards.

Current locations include Wisconsin Dells, Wisconsin (2000); Sandusky, Ohio (2005); Pocono Manor, Pennsylvania (2015); Round Rock, Texas (2020) and Spotsylvania County, Virginia (2026).

Kalahari Resorts & Conventions is an equal opportunity employer.