Guest Service Manager

Guest Service Manager

Kalahari Resorts & Conventions is seeking a Guest Service 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. While providing courteous and efficient service to all guests. You will be a resource for the many questions our guests may have and ensure customer satisfaction prior to arrival and throughout their stay. 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. Your professionalism and helpful attitude will set the tone for a positive overall impression of the Kalahari.

Key Responsibilities

• Ensure that all guests feel welcome and are given responsive, friendly, and courteous service at all times.
• 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.
• 2-5 years' experience from a smaller property (under 500 rooms) manager or a large property (over 500 rooms) supervisor.
• Previous use of a Property Management System.
• Significant guest resolution, guest conflict, and positive service recovery experience.
• An attention to detail, organized, forward-thinking, and motivated individuals.
• Experience with scheduling 10 or more associates.
• Proven experience in teaching others.
• Someone with a fun and engaging personality.

A Sampling of Our Benefits

• 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.