at Great Wolf Lodge in Gurnee, Illinois, United States
Job Description
Job Description
Pay: $60000 per hour - $60000 per hour
At Great Wolf, ourGuest Services Managerstrives to continually improve guest and employee satisfaction, maximize the financial performance of the department and monitors compliance with standards and procedures.
Essential Duties & 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
Basic Qualifications & Skills
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 completions of a criminal background check and drug screen
Desired Qualifications & Skills
Bachelor's Degree in Hospitality, Hotel Management or related field
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 pounds
Able to sit and/or stand for long periods of time
