Guest Experience Manager
Top Benefits
About the role
Guest Experience Manager 🐾
Great Wolf Lodge – Niagara Falls
Full-Time | $60,000–$75,000 | Leadership Opportunity
Ready to lead the pack and create memorable moments for thousands of families each year?
At Great Wolf Lodge , our mission is to create family traditions, one family at a time —and we’re looking for a dynamic, people-first leader who’s passionate about hospitality, teamwork, and five-star exceptional service.
As our Guest Experience Manager , 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!”
What You'll Do:
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 :
R.I.A.C.T. = Respect • Integrity • Accountability • Competency • Teamwork
Your key responsibilities:
- Be a champion of 5-STAR "PAW" service, ensuring every guest feels valued, heard, and happy
- Manage the implementation of guest service strategies and track feedback via Medallia
- Build strong relationships with guests and foster a sense of loyalty and joy
- Identify "hotspots" and resolve guest opportunities quickly and effectively
- Continuously evaluate and provide suggestions to enhance our loyalty program, rewards, and incentives
Leadership & Team Development:
- Lead, coach, and inspire a team of Guest Services Agents, Supervisors, and Managers
- Coordinate department-wide training—including safety, emergency response, and service standards with our on-site trainer
- Oversee Pack Member performance, schedules, payroll, and team morale
- Attend operational meetings and collaborate cross-departmentally to ensure lodge-wide success
- Manager on Duty
Operational Excellence & Financial Focus:
- Ensure all guest areas are “website ready” and in like-new condition
- Drive innovation, identify service efficiencies, and enhance operational performance
- Help set and meet departmental financial and service goals alongside your Director
What You Bring to the Den:
- 5+ years in large-scale hospitality hotel/resort management, preferably with high guest volume
- Strong leadership and team-building skills—you lead with empathy and accountability
- Experience with Opera Cloud, Medallia, and Microsoft Office
- A passion for service excellence and delighting families
- Confidence under pressure, with great communication and problem-solving skills
- Availability to work weekends, holidays, and night shifts
What You’ll Love:
- Competitive salary: $60,000–$75,000
- Discounts on lodge stays, dining, and retail (yes, even ice cream)
- Career advancement opportunities
- A culture that celebrates creativity, teamwork, and fun
- Daily moments of joy, gratitude, and high-paws from kids and Pack Members alike
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.
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.
About Great Wolf Lodge
If you’re searching for a job with exciting opportunities, rewarding benefits, and lots of growth potential, look no further than Great Wolf Lodge. We’re North America’s largest family of indoor water park resorts dedicated to bringing joy to families, and we’re looking for passionate, dedicated professionals to help us in our mission.
Running with our Pack is a one-of-kind experience. Our resorts offer fun-filled attractions, extraordinary entertainment, delectable dining, and imaginative retail offerings. Our talented Pack Members provide exceptional service to help families create unforgettable memories, in a fast-paced and fun environment. Along with the camaraderie that comes with being a member of our Pack, all of our employees have access to acclaimed management training programs and numerous advancement opportunities. There’s no limit to what you can achieve as part of our Pack.
Growing from a single resort to 19 lodges and counting, Great Wolf has spent 25 years strengthening ourselves into one of North America’s top destinations for family fun. And we’re committed to ensuring every employee gets the training, career growth, benefits, and support to make the experience of working with us the best it can be. When you run with our Pack, it’s more than just a job—it’s an adventure.
Guest Experience Manager
Top Benefits
About the role
Guest Experience Manager 🐾
Great Wolf Lodge – Niagara Falls
Full-Time | $60,000–$75,000 | Leadership Opportunity
Ready to lead the pack and create memorable moments for thousands of families each year?
At Great Wolf Lodge , our mission is to create family traditions, one family at a time —and we’re looking for a dynamic, people-first leader who’s passionate about hospitality, teamwork, and five-star exceptional service.
As our Guest Experience Manager , 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!”
What You'll Do:
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 :
R.I.A.C.T. = Respect • Integrity • Accountability • Competency • Teamwork
Your key responsibilities:
- Be a champion of 5-STAR "PAW" service, ensuring every guest feels valued, heard, and happy
- Manage the implementation of guest service strategies and track feedback via Medallia
- Build strong relationships with guests and foster a sense of loyalty and joy
- Identify "hotspots" and resolve guest opportunities quickly and effectively
- Continuously evaluate and provide suggestions to enhance our loyalty program, rewards, and incentives
Leadership & Team Development:
- Lead, coach, and inspire a team of Guest Services Agents, Supervisors, and Managers
- Coordinate department-wide training—including safety, emergency response, and service standards with our on-site trainer
- Oversee Pack Member performance, schedules, payroll, and team morale
- Attend operational meetings and collaborate cross-departmentally to ensure lodge-wide success
- Manager on Duty
Operational Excellence & Financial Focus:
- Ensure all guest areas are “website ready” and in like-new condition
- Drive innovation, identify service efficiencies, and enhance operational performance
- Help set and meet departmental financial and service goals alongside your Director
What You Bring to the Den:
- 5+ years in large-scale hospitality hotel/resort management, preferably with high guest volume
- Strong leadership and team-building skills—you lead with empathy and accountability
- Experience with Opera Cloud, Medallia, and Microsoft Office
- A passion for service excellence and delighting families
- Confidence under pressure, with great communication and problem-solving skills
- Availability to work weekends, holidays, and night shifts
What You’ll Love:
- Competitive salary: $60,000–$75,000
- Discounts on lodge stays, dining, and retail (yes, even ice cream)
- Career advancement opportunities
- A culture that celebrates creativity, teamwork, and fun
- Daily moments of joy, gratitude, and high-paws from kids and Pack Members alike
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.
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.
About Great Wolf Lodge
If you’re searching for a job with exciting opportunities, rewarding benefits, and lots of growth potential, look no further than Great Wolf Lodge. We’re North America’s largest family of indoor water park resorts dedicated to bringing joy to families, and we’re looking for passionate, dedicated professionals to help us in our mission.
Running with our Pack is a one-of-kind experience. Our resorts offer fun-filled attractions, extraordinary entertainment, delectable dining, and imaginative retail offerings. Our talented Pack Members provide exceptional service to help families create unforgettable memories, in a fast-paced and fun environment. Along with the camaraderie that comes with being a member of our Pack, all of our employees have access to acclaimed management training programs and numerous advancement opportunities. There’s no limit to what you can achieve as part of our Pack.
Growing from a single resort to 19 lodges and counting, Great Wolf has spent 25 years strengthening ourselves into one of North America’s top destinations for family fun. And we’re committed to ensuring every employee gets the training, career growth, benefits, and support to make the experience of working with us the best it can be. When you run with our Pack, it’s more than just a job—it’s an adventure.