Director, Guest Services

Pay

$115,000 - $130,000 annual base salary

Benefits

• Medical, Dental, and Vision insurance
• Health savings account
• Telehealth resources
• Life insurance
• 401K with employer match
• Paid vacation time off
• Paid parental leave
• Exclusive perks for you, your family, and friends – including discounted vacations and employee referral incentives
• Access to Great Wolf University for on-the-job training, functional, and leadership training
• Flexible scheduling, access to a holistic wellness program and technology, and support through the Employee Assistance Program and Employee Relief Fund
• Programs that promote diversity and inclusion, making everyone feel welcome and recognized

Responsibilities

• Manages and leads the Front Office, Reservations, PBX, Bell Services and Kids Experience departments
• Accomplishes human resource objectives by recruiting, selecting, orientating, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures
• Achieves guest services operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change
• Maintains guest confidence by maintaining service levels; inspiring repeat visits; making the resort a "family tradition"
• Maintains a safe, secure, and healthy environment by establishing, following, and enforcing standards and procedures; complying with legal regulations
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Enhances resort reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Requirements

• Associates Degree in Hospitality, Hotel Management (or related field) or equivalent experience
• 3+ years previous Guest Service management experience, demonstrating ability to develop comprehensive organizational plans and managing people to obtain individual and organizational goals
• Successful completion of a criminal background check and drug screen
• Bachelors Degree in Hospitality, Hotel Management (or related field) or equivalent experience (desired)
• Previous experience at Director level at family themed resort (desired)
• Ability to multi-task and prioritize a variety of tasks with minimal direction (desired)
• Proven teamwork skills (desired)
• Enthusiastic and energetic (desired)
• Excellent communication skills (desired)
• Ability to lift up to 20 lbs.
• Able to sit and/or stand for long periods of time