Manager Guest Services

Help Deliver the Kalahari Experience

At Kalahari Resorts & Conventions we dont just create vacations we craft unforgettable experiences. Home to Americas Largest Indoor Waterparks our African-inspired resorts offer world-class dining luxurious spas thrilling entertainment and cutting-edge convention centers that redefine hospitality.

But were more than a resort. As a family-owned company our Promise is simple: Lead with Love. This means caring deeply for our guests associates communities treating people like family giving back generously and creating spaces where everyone feels valued.

Through our partnership with Charity: Water were also committed to bringing clean water to one million people in Africa.

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Guest Service Manager

Kalahari Resorts & Conventions is seeking a Guest Service Manager. In this roleyou 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 youll 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 Were Looking For

• You must have a broad understanding of the tourism industry and the day-to-day functions of all aspects of a resort.
• Seeking 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 motivate 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

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. Thats why were proud to be recognized by Forbes as one of Americas Best Midsize Employers Americas 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 youre 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.