Guest Experience Manager

Job Description

<p><b>Guest Experience Manager </b></p><p><b>Great Wolf Lodge – Niagara Falls </b></p><p><b>Full-Time | $60,000–$65,000 | Leadership Opportunity</b></p><p> </p><p><b>Ready to lead the pack and create memorable moments for thousands of families each year!</b></p><p><b> At Great Wolf Lodge</b>, our mission is to <b>create family traditions, one family at a time</b>—and we’re looking for a dynamic, people-first leader who’s passionate about hospitality, teamwork, and five-star exceptional service.  </p><p>As our <b>Guest Experience Manager</b>, you’ll be at the heart of it all—shaping unforgettable guest journeys from start to finish and empowering your team to deliver the kind of service that makes parents breathe easy and kids howl “Best! Day! Ever!”</p><p> </p><p><b>What You'll Do:</b></p><p><b>You’ll lead with purpose and positivity, managing the full guest experience from check-in to check-out—building loyalty, delighting families, and ensuring every moment is aligned with Great Wolf Lodge’s core values</b>:</p><p><b>R.I.A.C.T. = Respect • Integrity • Accountability • Competency • Teamwork</b></p><p><br></p><p><b>Your Role in Action:</b></p><ul><li>Be a champion of 5-STAR "PAW" service, ensuring every guest feels valued, heard, and happy while proactively identifying and resolving service opportunities</li><li>Manage the implementation of guest service strategies and track feedback via Medallia</li><li>Build strong relationships with guests and foster a sense of loyalty and joy</li><li>Identify "hotspots" and resolve guest opportunities quickly and effectively</li><li>Continuously evaluate and provide suggestions to enhance our loyalty program, rewards, and incentives</li><li>Lead, coach, and inspire a team of Guest Services Agents, Supervisors, and Managers</li><li>Coordinate comprehensive department-wide training on service standards, emergency protocols and safety standards</li><li>Act as Manager on Duty</li><li>Drive innovation, identify service efficiencies, and enhance operational performance</li><li>Help set and meet departmental financial and service goals alongside your Director</li></ul><p> </p><p><b>What You Bring to the Den:</b></p><ul><li>5+ years in large-scale hospitality hotel/resort management, preferably with high guest volume </li><li>Strong leadership and team-building skills—you lead with empathy and accountability</li><li>Experience with Opera Cloud, Medallia, and Microsoft Office</li><li>A passion for service excellence and delighting families</li><li>Confidence under pressure, with great communication and problem-solving skills</li><li>Availability to work weekends, holidays, and night shifts</li></ul><p> </p><p><b>Are you a Leader who can rally a team, spark energy and turn goals into victories. If so, apply now and start creating extraordinary moments.</b></p><p>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 accommodation 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. </p>