Director, Guest Services

Company: Great Wolf Lodge
Location: Grapevine
Posted on: October 11, 2021

Job Description:

At Great Wolf, our Director of Guest Services strives to continually improve guest and employee satisfaction, maximize the financial performance of the department and monitor compliance with standards and procedures.

Essential Duties & 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

Basic Qualifications & Skills

• Bachelor's Degree in Hospitality, Hotel Management (or related field) or equivalent experience
• 3+ year previous Guest Service management experience, demonstrating ability to develop comprehensive organizational plans and managing people to obtain individual and organizational goals
• Successful completions of a criminal background check and drug screen

Desired Qualifications & Skills

• Previous experience at Director level at family themed resort
• Ability to multi-task and prioritize a variety of tasks with minimal direction
• Proven teamwork skills
• Enthusiastic and energetic
• Excellent communication skills

Physical Requirements

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Great Wolf Lodge, Grapevine , Director, Guest Services, Other , Grapevine, Texas

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