Guest Services Supervisor

Great Wolf Resorts, renowned for its delightful family resorts and indoor water park experiences under the Great Wolf Lodge brand, is seeking a dedicated Guest Services Supervisor. This role is pivotal in ensuring that every guest enjoys an unforgettable experience through exceptional service and a warm, welcoming environment. As a supervisor in guest services, you will lead a team dedicated to exemplifying our commitment to fun, customer service, and safety within our vibrant resort setting.

Responsibilities

• Oversee day-to-day operations of the Guest Services department, ensuring alignment with the resort's standards of excellence.
• Train and mentor guest services staff, fostering a team environment that promotes career growth and exceptional customer service.
• Resolve guest issues with empathy and effectiveness, ensuring guest satisfaction while adhering to company policies.
• Monitor and report on team performance, including staff punctuality, attire, and engagement, making adjustments as needed to improve services.
• Coordinate with other departments to enhance the overall guest experience and streamline operations.
• Manage scheduling of the front desk staff to ensure proper coverage and operational efficiency.
• Implement, communicate, and ensure the compliance with all Great Wolf Lodge policies and procedures.

Required Skills

• Strong leadership and people management skills
• Excellent communication and interpersonal abilities
• Proficiency in reservation management software
• Adept in handling crises and making swift decisions
• Ability to multitask in a dynamic, fast-paced environment