Guest Services Manager

An employee’s pay position within the salary range will be based on relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs.

Pay

$65,000 - $68,000 annual base salary. Other rewards may include annual bonuses, a Paid Time Off policy, and other perks.

About the role

Our Guest Services Manager strives to continually improve guest and employee satisfaction, maximize the financial performance of the department, and monitor compliance with standards and procedures.

Responsibilities

• Manages the execution of all operations in Guest Services (e.g., Front Office, Bell, Valet, and PBX)
• Assists in analyzing operational and reporting systems and translates the insight into actionable plans for the organization and each property
• Audits systems & reviews reports understanding gaps in performance execution of brand and service standards
• Assists with guest services functions as needed
• Assists in training staff and developing for potential career advancement
• Responsible for personnel-related matters including: performance management, disciplinary action, investigations, training, etc.
• Identifies opportunities and implements programs to improve guest services processes, drive efficiency, and maximize the guest experience

Requirements

• High School Diploma or equivalent education/experience
• 1+ year previous Front Desk/Guest Service management experience
• Must be flexible regarding schedule, based on business demands
• Previous experience demonstrating strong customer service
• Successful completion of a criminal background check and drug screen

Qualifications

• Bachelor's Degree in Hospitality, Hotel Management, or related field (desired)
• Ability to multi-task and prioritize a variety of tasks with minimal direction
• Proven teamwork skills
• Enthusiastic and energetic
• Excellent communication skills

Skills

Physical Requirements

• Ability to lift up to 20 pounds
• Able to sit and/or stand for long periods of time

Benefits

• Medical, Dental, and Vision insurance
• Health savings account
• Telehealth resources
• Life insurance
• 401K with employer match
• Paid vacation time off
• Paid parental leave
• Grow your career: cross-training, scholarship fund, and talent development programs at all levels
• 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 and access to a holistic wellness program and technology
• Support through our Employee Assistance Program and Employee Relief Fund
• Diversity and inclusion programs that make everyone feel welcome and recognized