Guest Services Manager - Giants Ridge

Compensation Amount:

54,000.00 USD Annual

Job Summary:

The Guest Services Manager is responsible for leading the daily operations of Guest Services across year-round company operations, including both the golf and winter recreation seasons. This position oversees guest service functions, team performance, operational efficiency, and service standards while ensuring an exceptional guest experience at every point of contact. The Guest Services Manager provides leadership, coaching, and support to employees, collaborates with department leaders, and contributes to the achievement of operational, guest satisfaction, and financial goals. This position serves as a key leader in creating a welcoming, professional, and guest-focused environment.

Job Description:

ESSENTIAL FUNCTIONS

• Leads, supervises, trains, schedules, and develops Guest Services employees while fostering a positive, accountable, and guest-focused culture. 
• Establishes performance expectations, provides coaching and feedback, and ensures compliance with company policies, procedures, and safety standards. 
• Ensures exceptional guest service throughout company operations by establishing and maintaining service standards.
• Responds to and resolves guest concerns in a professional and timely manner and identifies opportunities to enhance guest satisfaction. 
• Directs daily Guest Services operations and ensures efficient, consistent service delivery across golf and winter recreation seasons. 
• Coordinates staffing, workflow, and seasonal operational transitions to meet business needs and guest expectations. 
• Develops, implements, and maintains departmental procedures that support operational effectiveness and service excellence.
• Assists with departmental budgeting, labor management, revenue objectives, and financial accountability. 
• Maintains operational records, prepares reports, monitors performance metrics, and identifies opportunities for continuous improvements.
• Partners with leadership and other departments to support company-wide goals, programs and guest experiences.
• Promotes a safe work environment and ensures compliance with company policies, regulatory requirements, and established operating procedures.
• Responds appropriately to operational incidents and emergency situations.
• Performs other duties as assigned.

SKILLS AND KNOWEDGE REQUIREMENTS

• Three or more years of leadership or management experience, preferably in hospitality, recreation, tourism, golf, ski, or resort operations. 
• Strong leadership, organizational, problem-solving, and decision-making skills.
• Demonstrated ability to motivate, coach, and develop employees
• .Excellent customer service and conflict resolution skills.  
• Strong verbal and written communication skills. 
• Ability to manage multiple priorities and adapt to changing operational demands.
• Proficiency in Microsoft Office and company-related systems and technology.
• Ability to analyze operational information and make sound business decisions.
• Knowledge of budgeting, scheduling, labor management, and financial accountability practices.
• Ability to maintain confidentiality and exercise professional judgement.
• Must possess a valid driver's license.

PHYSICAL AND MENTAL REQUIREMENTS

• Ability to sit, stand, and walk for extended periods of time.
• Ability to move through company facilities and work areas.
• Ability to occasionally lift, carry, push, or pull up to thirty (30) pounds.
• Ability to bend, stoop, reach, and perform repetitive hand and arm movements. 
• Ability to work indoors and outdoors in varied weather and environmental conditions. 
• Ability to work evenings, weekends, holidays, and extended hours based on operational requirements and seasonal demands.

EQUIPMENT USED

• Computer and related office equipment
• Telephone and two-way radio
• Point-of-sale system
• Standard office equipment including copier, printer, and scanner
• Company operational software and related technology systems
• Golf car

At Giants Ridge, managed by Guest Services, Inc., exceptional guest experiences begin with exceptional people.  We’re seeking a Guest Services Manager to lead our Guest Services team across both our winter recreation and summer golf operations.  This is a unique leadership opportunity for someone who enjoys developing employees, creating memorable guest experiences, and being part of a dynamic resort environment that changes with the seasons.

As the Guest Services Manager, you’ll oversee daily guest service operations, lead and develop a talented team, and ensure every guest interaction reflects the welcoming service that Giants Ridge is known for.  From winter adventures on the slopes to summer days on the golf course, you’ll play a key role in helping guests create unforgettable experience year-round.

This is a $52,000 - $56,000 salaried position commensurate with experience.

What We’re Looking For:

• Previous experience in hospitality, recreation, retail, tourism, or related customer-focused industry.
• Passion for delivering outstanding guest experiences.
• Strong communication, organizational, and problem-solving skills.
• Ability to lead teams in a fast-paced, seasonal environment. 
• Experience with point-of-sale systems, reservations, scheduling, and operational reporting is preferred. 
• Flexibility to work weekends, holidays, and peak operating periods.

Why Work at Giants Ridge?

• Comprehensive Health Coverage – Stay covered with medical, dental, vision, life and disability insurance, plus access to an Employee Assistance Program (EAP) for additional support.  We also offer HSAs, FSAs and more to help you manage healthcare costs.
• Retirement Savings – Play for your future with our 401(k) retirement plan, featuring a company match to help you build financial security. 
• Paid Time Off – Take time to rest, relax and recharge with generous PTO.
• Mountain Perks – Enjoy free employee passes and discounts for your family so you can hit the slopes and trails all season long!
• Exclusive Golf Privileges – Hit the greens with complimentary golfing at our two championship golf courses.
• Exclusive Discounts – Save on delicious food, stylish apparel and must-have accessories while working at Giants Ridge. 
• Work with Friends – Join a fun, supportive team where every day feels like an adventure.
• Flexible Scheduling – We offer flexible schedules to fit your lifestyle, but some evening, weekend and holiday shifts are required to keep up with the excitement at Giants Ridge.
• And More! – Additional perks and surprises that make Giants Ridge a great place to work!

Giants Ridge is the #1-rated family vacation destination in Minnesota. Located just north of Duluth in the heart of Minnesota’s Superior National Forest, Giants Ridge is a four-season, family-oriented resort offering fun and adventure for every level of outdoor enthusiast. Summer features world-class golf and lift-served mountain biking, while winter brings incredible skiing, snowboarding, fat tire biking, and more. Guests and employees alike can enjoy the Pool & Sauna Haus, along with dining, lodging, and a variety of year-round recreational amenities. Employees also have access to discounted lesson opportunities to help them develop new skills and make the most of the Giants Ridge experience. Beyond the resort, the Iron Range region offers abundant outdoor recreation, including lakes and waterways for boating, fishing, and paddling, as well as extensive trail networks for hiking, snowmobiling, and other seasonal activities. Spring and fall provide the perfect transition between seasons, showcasing the natural beauty and outdoor adventures that make the region a great place to live, work, and play.

Founded in 1917, Guest Services has worked tirelessly to earn the reputation as the premier hospitality management company and National Park Service concessionaire in the United States. Guest Services takes great care and pride in providing best-in-class services across a wide variety of client sites including luxury communities, hotels, resorts, government and business dining facilities, full-service restaurants, state and national parks, outdoor recreation, boathouses, marinas, museums, conference centers, senior living communities, health care systems, school and university dining facilities, and specialty retail stores.

Guest Services, Inc. is an Equal Opportunity employer.  All qualified applicants will receive consideration for employment and promotion without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.