What are the responsibilities and job description for the Director of Guest Services position at Kalahari Resorts & Conventions?
Join the Kalahari Experience
At Kalahari Resorts & Conventions, our Promise is simple: Lead with Love. We care deeply for our guests, associates, and communities—treating people like family and creating spaces where everyone feels valued.
Now Hiring: Director of Guest Services
In this role, you’ll directly supervise the front office, bell staff and concierge teams as well as work in partnership with the Front Office Manager(s), Director of Rooms and the Guest Experience team to achieve our desired results. You’ll potentially serve as the Property Manager on duty when needed, and oversee all property operations, ensuring that the highest levels of hospitality and service are provided. As a leader, you’ll bring our Promise to life—supporting associates, inspiring teamwork, and delivering unforgettable guest experiences.
Onboarding for this role will likely begin in late Summer 2026.
What You’ll Do:
- Oversee daily guest services operations, ensuring exceptional service delivery and a seamless experience across all touchpoints.
- Lead, coach, and develop guest services teams to create a positive, high-performing work environment.
- Design and implement service standards, policies, and procedures to consistently exceed guest expectations.
- Manage budgets, staffing, and resources to optimize efficiency, service quality, and departmental performance.
- Analyze guest feedback and service metrics to identify trends, resolve issues, and drive continuous improvement initiatives.
What We’re Looking For:
- Four years of previous front office or guest service manager experience.
- Broad understanding of the tourism industry and the day-to-day functions of all aspects of a resort.
- Experience growing others – and looking for growth.
- Basic P&L/budget experience.
- Passion, energy, self-motivation and an infectious personality!
Preferred Requirements
- Bilingual, in Spanish and English.
- Experience with a property of 500 rooms or more.
- Formal training or hands-on education in hotel management and operations.
- Basic sales experience.
Why Kalahari?
- Career growth with promotion from within
- Comprehensive benefits (401k, health, vision, dental)
- Discounts, perks, and education assistance
Be part of something extraordinary. Apply today and help us Lead with Love.
Kalahari Resorts & Conventions is an Equal Opportunity Employer.