Director, Guest Services

Job overview

The Director, Guest Services is an onsite role based in Concord, NC, with an annual salary range of $90,000 to $100,000. This position supports the resort's Guest Services and Housekeeping department by improving guest satisfaction and operational performance. The role is responsible for managing the Front Office, Reservations, PBX, Bell Services, and Kids Experience departments. It involves strategic planning, staff leadership, and ensuring high service standards to maintain the resort's reputation as a family destination.

What you'll do

• 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.
• Achieves guest services operational objectives by contributing information and recommendations to strategic plans and reviews.
• Maintains guest confidence by maintaining service levels and inspiring repeat visits.
• Maintains a safe, secure, and healthy environment by establishing, following, and enforcing standards and procedures.

What we're looking for

Skills & competencies

full-time

day shift

concord nc

great wolf lodge

$90k-$100k

hospitality

management

guest services

onsite

weekend required

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, Dental, and Vision insurance, Health savings account, Telehealth resources, Life insurance, 401K with employer match, Paid vacation time off, Paid parental leave

Why this role

Relocation packages available.

About the employer

Great Wolf Lodge is hiring for this role. Industry: Hotels (except Casino Hotels) and Motels. Sector: 72.