Director of Guest Services

Director of Guest Services

Kalahari Resorts & Conventions is seeking a Director of Guest Services. In this role, you'll directly supervise the front office, bell staff and concierge teams as well as work in partnership with the Front Office Manager(s), Director of Rooms and the Guest Experience team to achieve our desired results. You'll potentially serve as the Property Manager on duty when needed, and oversee all property operations, ensuring that the highest levels of hospitality and service are provided.

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 represent property management in resolving any guest or property related situation as well as manage the flow of inquiries and direct guests within the lobby.

Key Responsibilities

• Oversee daily guest services operations, ensuring exceptional service delivery and a seamless experience across all touchpoints.
• Lead, coach, and develop guest services teams to create a positive, high-performing work environment.
• Design and implement service standards, policies, and procedures to consistently exceed guest expectations.
• Manage budgets, staffing, and resources to optimize efficiency, service quality, and departmental performance.
• Analyze guest feedback and service metrics to identify trends, resolve issues, and drive continuous improvement initiatives.

What We're Looking For

• Four years of previous front office or guest service manager experience.
• Broad understanding of the tourism industry and the day-to-day functions of all aspects of a resort.
• Experience growing others – and looking for growth.
• Basic P&L/budget experience.
• Passion, energy, self-motivation and an infectious personality!

Preferred Requirements

• Bilingual in Spanish and English.
• Experience with a property of 500 rooms or more.
• Formal training or hands-on education in hotel management and operations.
• Basic sales experience.

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.