Assistant Director Guest Services

All Great Wolf Lodge Pack Members are fully dedicated to delivering positive and exceptional 5 STAR PAW service to our Pack and guests by adopting a systems-based approach and following the below principles for both fellow Pack Members and Guests:

1. Our Mission Statement: Creating family traditions one family at a time
2. Our Customer Service Standards: Safety, Quality, Consistency, and Fun
3. Our R.I.A.C.T Core Values: Respect, Integrity, Accountability, Competence and Teamwork
4. Delivering 5 Star Service while consistently assuming the most effective role.

The Assistant Director of Guest Services provides management guidance to Guest Services Managers, Supervisors and Pack Members and establishes a positive relationship within the organization. This leadership role offers a level of service that exceeds guest expectations and will assist to achieve lodge goals and targets. The Assistant Director provides support to the Director of Guest Services in areas as required.

 Essential Duties & Responsibilities

Team

• Willingness to accept the most effective role.
• Positive leadership while oversees daily manager, supervisor, front desk, reservations, switchboard and cabin guide operations.
• Proficient in Opera Cloud and its functions.
• Attends meetings as required, including but not limited to RevMax, events and BEO on behalf of guest services.
• Schedule and lead manager, supervisor, Pack Member meetings.
• Oversees yearly goals and objectives 
• Contributes to team success by being accessible and by providing timely feedback on Pack Member performance.
• Facilitates Coach and Council/Discipline discussions when necessary. 
• Supports Director of department as required. 
• Supports selecting, orienting, training, recognizing, assigning, scheduling, coaching, counseling, and disciplining Pack Members.
• Communicates job expectations; contributes to team success by being accessible and by providing timely feedback on Pack Member performance.
• Updates job knowledge by participating in educational opportunities; reading technical publications.
• Contributes to department and organization mission and goals.
• Act with a sense of urgency.
• Manage Pack Member, Supervisor and Manager records, including payroll, time and attendance, and performance documentation.
• Coordinate departmental training and development of managers and supervisors, including emergency response procedures.
• Communicate job expectations and provide timely feedback to support team success.
• Demonstrate full knowledge of lodge layout and emergency response procedures; act as Manager on Duty when required.
• Promote a safe workplace by understanding and adhering to the Occupational Health & Safety Act.
• Close with an open mentality.
• Keep all areas in like-new condition and website ready.

Guest

• Ensure guests are greeted and acknowledged consistently, adhering to the 10/5 Rule.
• Meets operational standards by contributing information to strategic plans and review; implementing production, productivity, quality, and customer-service standards; resolving problems.
• Manages and tracks Medallia feedback and responds to guest opportunities.
• Establishes and maintain department standards with focus on exceptional service.
• Champion yearly goals, ensuring departmental objectives exceed Great Wolf standards and are completed on time.
• Establish and maintain department standards with a focus on exceptional guest service.
• Communicate with guests in a professional and friendly manner.

Financial

• Protecting company assets by adhering to policies and procedures.

• Optimize departmental scheduling based on business levels and budget.
• Evaluate, create, and implement efficiencies to improve operations and service standards.
• Determine departmental financial goals in collaboration with the Director.
• Complete departmental inventory and ordering as needed, obtaining competitive quotes for goods and services. 

Qualifications & Traits

• Proficient in OPERA and Microsoft packages
• Proven customer service and leadership skills
• Minimum 5 years in a leadership role.

Physical Requirements

• Capable of walking, standing, crawling, sitting, bending, twisting, reaching up to and including above shoulder level, crouching/squatting, and kneeling. 
• Capable of climbing multiple flights of stairs.
• Dexterity of the fingers and hands with ability to squeeze hands, twist and rotate wrists and elbows.
• Able to work at a computer for long periods of time. 
• Ability to hear and speak for communication with guests.
• Ability to lift, push and pull up to 20lbs.

Additional Requirements

Newly hired Pack Members must submit a completed police clearance to Human Resources. Employment may begin before the results are received, based on the Pack Member’s confirmation that they have no unpardoned criminal convictions. If the clearance reveals a conviction, the employer may terminate employment on a case-by-case basis, providing only the minimum notice required under the Employment Standards Act, 2000, with no additional notice or compensation.

Great Wolf Lodge is an equal opportunity employer. All applicable provincial and federal laws will be followed to ensure consideration without regard to race, colour, religion, sex, age, disability or other classification protected by law. Great Wolf Lodge will make reasonable accommodations for persons with disability in accordance with applicable law. It is our intention that all qualified applicants be given equal opportunity, and that selection will be made on job related factors. If you require any accommodation in the application process, please contact us.

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