Job Description

ABOUT US

Great Wolf Lodge Niagara is Canada’s premier indoor water park resort, offering families an unforgettable getaway filled with adventure, relaxation, and fun. With a massive indoor water park, engaging attractions, and immersive experiences, we create magical moments for guests of all ages. Our dedicated staff is at the heart of it all, delivering exceptional service and ensuring every stay is filled with joy.

POSITION SUMMARY

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.