Guest Services Manager

Guest Services Manager

Kalahari Resorts & Conventions is seeking a Guest Services Manager. In this role, you will be responsible for the resort-wide, overall levels of guest satisfaction centered around the front office, bell staff, concierge, Emerald Lounge VIP, and potentially valet. You will also work in partnership with the Front Office Manager as well as the Director of Guest Services to achieve our elevated guest experience results.

As part of our leadership team, you'll embody our Promise to Lead with Love—guiding, supporting, and inspiring associates while delivering extraordinary guest experiences. You'll ensure every guest receives a warm, personalized, and seamless experience from arrival to departure. Through leading and supporting the front office team, you help create a positive work environment that empowers associates to exceed guest expectations at every touchpoint.

Key Responsibilities

• Oversee daily front office operations, including guest check-in/check-out, room assignments, and special requests to ensure a smooth and welcoming experience.
• Lead, train, and support front desk and bell staff teams, promoting service excellence and consistent adherence to resort standards.
• Handle guest concerns or service recovery situations promptly and professionally, turning challenges into opportunities to enhance guest satisfaction.
• Collaborate with other departments to ensure a seamless guest stay.
• Monitor staffing levels, scheduling, and performance metrics, to help drive operational efficiency while maintaining high levels of guest service.

What We're Looking For

• A broad understanding of the tourism industry and the day-to-day functions of all aspects of a resort.
• Previous use of a Property Management System.
• Seeking 2-5 years' experience from a smaller property (under 500 rooms) manager or a large property (over 500 rooms) supervisor.
• Significant guest resolution, guest conflict, and positive service recovery experience.
• An attention to detail, organized, forward-thinking, and motivated individual.
• Experience with scheduling 10 or more associates.
• Proven experience in teaching others.
• Someone with a fun and engaging personality.

A Sampling of Our Benefits

Our team enjoys a comprehensive benefits package, including:

• Career growth opportunities with promotion from within
• 401(k) matching, paid time off, and holiday compensation
• Health, dental, and vision coverage for full-time associates
• Employee appreciation events, discounts, and perks at all resorts
• Education assistance programs to help advance your career

Be Part of Something Extraordinary

At Kalahari, we believe the best leaders Lead with Love—because love builds trust, inspires growth, and creates experiences that last a lifetime. That's why we're proud to be recognized by Forbes as one of America's Best Midsize Employers, America's Best Employers for Women, and by USA TODAY as the #1 Best Indoor Water Park. Here, careers thrive, innovation is encouraged, and every day brings new opportunities to create meaningful moments. Whether you're delivering guest service, crafting memorable meals, or leading a team, your work makes a real impact.

Wisconsin Dells, WI | Sandusky, OH | Pocono Manor, PA | Round Rock, TX | Spotsylvania County, VA

Kalahari Resorts & Conventions is an Equal Opportunity Employer.