Guest Service Manager

**Help Deliver the Kalahari Experience** At Kalahari Resorts & Conventions, we don’t just create vacations—we craft unforgettable experiences. Home to America’s Largest Indoor Waterparks, our African-inspired resorts offer world-class dining, luxurious spas, thrilling entertainment, and cutting-edge convention centers that redefine hospitality. But we’re more than a resort. As a family-owned company, our Promise is simple: **Lead with Love**. This means caring deeply for our guests, associates, and communities—treating people like family, giving back generously, and creating spaces where everyone feels valued. Through our partnership with charity: water, we’re also committed to bringing clean water to one million people in Africa. **** **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. 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 ensure every guest receives a warm, personalized, and seamless experience from arrival to departure. Through leading and supporting the front office team, you help create a positive work environment that empowers associates to exceed guest expectations at every touchpoint. **** **Salary Range -** $50k - $70k **** **Key Responsibilities** - 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** - 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. 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 lea…