Guest Services Supervisor

About the role

The Guest Services Supervisor at Great Wolf brings joy to families through active involvement in daily front desk and lodge operations. This leadership role is critical in executing business requirements, supporting the guest services team, and enhancing guest experiences while maximizing profitability.

Responsibilities

• 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.
• Maintains 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.
• Pairs 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.
• Participates 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.

Qualifications

• High School diploma or equivalent experience.
• Minimum of 1 year prior experience in Rooms Division/Front Desk.
• Experience with Microsoft Office and general software systems; proficiency in Excel, Word and Outlook.
• Demonstrated customer service, conflict resolution, employee engagement, retention and team building skills.
• Proficient in both written and spoken English.
• Ability to work flexible schedule including nights, weekends, holidays as needed.

Skills

• Associate's degree or higher in hospitality or related field preferred.
• Previous hotel experience, preferably in a large family resort or hotel.

Benefits

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

Physical Requirements

• Ability to lift 30lbs.
• Ability to stand/sit for long periods of time.
• Ability to bend, stretch and twist.