Guest Experience Manager

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Reporting to the Director of Guest Services, the Guest Experience Manager is a key leader in delivering unforgettable stays at Great Wolf Lodge. This role oversees every stage of the guest journey - from arrival to departure - ensuring each interaction is seamless, welcoming, and aligned with our commitment to exceptional service. With a focus on enhancing guest satisfaction, the Guest Experience Manager drives positive experiences, resolves concerns proactively, and upholds the high standards that make Great Wolf Lodge a premier family destination.

**KEY RESPONSIBILITIES**
- Leadership and Team Development_
- Collaborate with all departments to enhance guest experience, ensuring cohesion and consistency.
- Lead, motivate, and inspire the team to deliver exceptional customer service.
- Ensure that Guest Service Agents and Supervisors fulfill their job responsibilities effectively.
- Support the department Director with special projects as needed.
- Collaborate with Guest Service Managers to continuously enhance the overall guest experience.
- Attend key operational meetings to stay informed and provide input.
- Maintain a thorough understanding of Lodge layout and Emergency Response procedures.
- Foster a culture of adaptability and continuous improvement.
- Oversee departmental training programs, including emergency response protocols.
- Develop and implement guest service policies and interdepartmental procedures.
- Manage and maintain staff records, including payroll, timekeeping, and performance management.
- Serve as Manager on Duty when required.
- Perform supervisory duties as needed to support daily operations.
- Ensure all guest-facing areas are well-maintained, visually appealing, and meet brand standards.
- Guest Relations and Service Excellence_
- Continuously assess and enhance the guest loyalty program’s rewards, incentives, and offerings to maximize guest satisfaction and retention.
- Monitor guest loyalty program performance and recommend improvements as needed.
- Handle and resolve escalated guest concerns with a proactive and solutions-driven approach.
- Manage and track guest feedback through Medallia, ensuring timely and effective responses.
- Build strong relationships with guests, fostering loyalty and repeat visits.
- Lead the implementation of guest service strategies to enhance overall satisfaction.
- Identify areas for improvement and introduce innovative solutions to elevate the guest experience.
- Champion annual goals and objectives, ensuring the Lodge and department exceed Great Wolf standards.
- Establish and uphold department standards with a strong focus on delivering exceptional guest service.
- Analyze guest feedback to identify service challenges and implement timely, effective resolutions.
- Financial Planning_
- Assess, design, and implement process improvements to enhance operational efficiency and elevate service standards across the department.
- Collaborate with the Director to set and align departmental financial goals, ensuring they support overall business objectives and drive profitability.

**QUALIFICATIONS**
- 3-5 years in hospitality management role, required.
- Experience with guest loyalty programs, required.
- Proficiency with Microsoft Office Suite, required.
- Proficiency in Opera Cloud & Medallia, preferred.

**KEY CANDIDATE COMPETENCIES**
- Strong leadership skills to motivate and develop a diverse team.
- Excellent verbal and written communication skills for effective interaction.
- Proficient in Microsoft Word, Excel, and standard office software.
- Skilled in problem-solving to enhance guest experiences and resolve issues.
- Experience managing guest feedback platforms and tracking satisfaction.
- Strong customer service focus to build relationships and loyalty.
- Adaptable and effective under pressure in a fast-paced environment.
- Highly organized with attention to detail.
- Collaborative mindset to implement service strategies and meet goals.
- Proactive in identifying and implementing operational improvements.
- Open to feedback and focused on continuous personal growth.

**OUR EMPLOYEE PROMISE**
- Health benefits.
- A supportive, friendly, and dedicated work environment.

**Benefits**:

- Flexible schedule
- On-site parking

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday
- Weekends as needed

Work Location: In person

Application deadline: 2025-05-10