Guest Services Manager

About Us

Welcome to the Kartrite Resort & Waterpark, one of the countries most modern indoor waterparks.

Located in the Catskills, this luxury lodge experience is the perfect adventure for families of all ages.

We are looking for passionate, engaged team members to join us in creating an unforgettable experience for all of our guests.

Apply today to learn more!

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information.

You may be the perfect candidate for this or for other roles within our organization!

We value U.S.

military experience and invite all qualified military candidates to apply.

Overview

Oversee the daily operations of the Activities Department, Retail, and serve as Manager on Duty (MOD) for the Rooms Division, ensuring exceptional guest experiences, operational excellence, and adherence to brand standards.

Essential Duties and Responsibilities

The following responsibilities are core competencies to be developed and demonstrated throughout the training program and are required for successful placement within a hotel environment:

Guest Experience & Department Leadership


* Assume full ownership of guest service delivery across Activities, Retail, and Rooms Division (MOD) operations.


* Lead by example with a hands-on, service-driven approach in all assigned departments.

Activities Programming


* Ensure a year-round, diverse portfolio of activities and entertainment aligned with seasons, themes, holidays, and emerging market trends.


* Continuously introduce new and engaging experiences to drive guest excitement and participation.


* Partner with the website and marketing teams to ensure all offerings are accurately scheduled, promoted online, and communicated internally.

MOD / Front Office Operations


* When serving as MOD for the Front Office, ensure efficient guest registration, checkout, telephone service, and overall guest engagement.


* Enforce and elevate brand standards to consistently exceed guest expectations.


* Utilize and receive hands-on training in key guest-facing systems, including:
Manager@TheKartrite, Canary, Upsell Guru, Optii, and Revinate.

Retail Operations


* Manage retail purchasing, inventory control, merchandising, and pricing strategies.


* Develop new retail packages and promotions to increase revenue.


* Train, coach, and develop retail staff to maximize sales performance and guest engagement.

Guest Satisfaction & Quality Assurance


* Monitor guest satisfaction surveys and maximize use of guest response tracking systems.


* Actively motivate, coach, and develop associates to improve guest feedback scores and overall satisfaction.


* Anticipate and resolve guest concerns by reviewing complaints...