Guest Services Supervisor

Guest Services Supervisor at Great Wolf Lodge summary:

The Guest Services Supervisor leads front desk and lodge operations at a family-oriented resort, ensuring excellent guest experiences and operational efficiency. This role involves supervising staff, coaching team members, managing scheduling, and handling guest concerns to maximize satisfaction and profitability. The position requires customer service skills, experience in hospitality operations, and collaboration with leadership to maintain service standards and compliance with safety regulations.

Pay: $19.75 per hour

At Great Wolf, the
Guest Services Supervisor brings joy to families through active involvement in daily front desk and lodge operations. This leadership role is critical in executing on business requirements, supporting the guest services team, and interacting with guest and pack members to enhance their experience and maximize profitability.

Hiring immediately with full-time, part-time, and flexible scheduling

• Grow your career
  : A great place to start or advance your career with cross-training, scholarship fund, and talent development programs at all levels
• Great Perks
  :
  Take advantage of exclusive perks for you, your family, and friends – including discounted vacations and employee referral incentives
• Learn While You Earn
  :
  Gain access to Great Wolf University for on-the-job training, functional, and leadership training
• Prioritize Your Well-Being
  :
  We offer flexible scheduling, access to a holistic wellness program and technology, and support through our Employee Assistance Program and Employee Relief Fund
• Celebrate Your Uniqueness
  :
  Join a team that cheers for diversity and inclusion through programs that make everyone feel welcome and recognized.

• Medical, Dental, and Vision insurance
• Health savings account
• Telehealth resources
• Life insurance
• 401K with employer match
• Paid vacation time off
• Paid parental leave

• Supervises daily front office operations to ensure successful execution of all lodge safety and service standards and completion of daily tasks and assignments
• Ensures daily success of check-in standards and operational efficiencies
• Provides coaching, encouragement, and recognition to pack members regularly
• Understands and champions Great Wolf policies and procedures, and collaborates with Department and Lodge leadership in performance management of the department and its Pack Members
• Responds to questions or guest concerns and escalates pack/guest feedback to leadership as appropriate
• Ensures the completion and proper communication/escalation of guest requests and other concerns to the appropriate department
• Understands and participates in scheduling of staff, execution of labor management and forecasting
• Conducts daily stand up meetings with Guest Service pack to prioritize the day and facilitates feedback from Pack Members
• Monitors performance of agents, providing real time feedback and coaching
• Ensures front desk, back of house areas, and luggage carts are clean, organized, and properly stocked for the daily operations; ensures safety standards are met
• Participates in recruitment and selection of talent for the guest service team
• Partners with department leaders to develop and execute action plans related to guest service and Pack Member engagement measured through NPS and eNPS
• Participates with Guest Services leadership in pack performance management including; employee reviews, corrective action, investigations, conflict resolution, etc.
• Maintains quality of operation by ensuring service excellence, ensuring adequate inventory levels, and operational equipment by troubleshooting, maintenance, and/or calling for repair
• Assists in developing, implementing, and monitoring programs ensuring a safe facility that complies with all appropriate regulations-Ergonomics, Emergency Responses, Injury and Illness Prevention, and Hazard Communications Programs
• May also assist in supervising bell, valet and night audit and other roles as needed

• High School diploma or equivalent experience
• Minimum of 1 year prior experience Rooms Division/Front Desk
• Experience with Microsoft…