Guest Services Supervisor

Great Wolf Lodge; Niagara Falls; On-site; CAD 48,000 - 58,000; Full time

Job summary

Great Wolf Lodge in Niagara Falls, Canada, seeks a Guest Services Supervisor to lead front desk and lodge operations, delivering 5-Star service and a memorable guest experience.

You will coach Pack Members, manage scheduling, and act as Manager on Duty as needed, ensuring safety and exceptional hospitality across all guest touchpoints.

Qualifications

• Experience in guest services leadership is preferred.
• Ability to coach and develop team members.
• Experience with hotel front desk operations is a plus.

Responsibilities

• Oversee Pack Member training to ensure 5-Star Service.
• Act as Manager on Duty when needed, with knowledge of emergency procedures.
• Provide regular coaching, encouragement, and recognition to Pack Members.
• Respond to guest questions and concerns and resolve promptly.
• Maintain front desk, lobby, and related areas to ensure cleanliness and safety.

Skills

Customer service

Supervisory

Training & coaching

Scheduling

Tools

Microsoft Office

Opera

Job description

Great Wolf Lodge , Niagara Falls is Canada’s largest family indoor water park resort. Our little log cabin has theme suites, amazing attractions, fun daily events and activities, and delicious dining options. It’s a year-round world of play!

We take pride in creating an inclusive work environment in which all pack members are valued and celebrated. We are One Pack, committed to deepening our knowledge of each other’s backgrounds and making ourselves accessible to all members that need our support.

The Guest Services Supervisor actively engage in daily front desk and lodge operations, providing leadership that supports business objectives, the guest services team, and meaningful interactions with guests and Pack Members to enhance their overall experience.

Team

• Willingness to accept the most effective role.
• Provide regular coaching, encouragement, and recognition to Pack Members.
• Oversee Pack Member training to ensure delivery of 5-Star Service.
• Act as Manager on Duty when needed, with knowledge of the Lodge Emergency Response Plan and fire panel procedures.
• Promote a safe workplace by understanding and following the Occupational Health & Safety Act.
• Champion Great Wolf policies and collaborate with leadership on performance management of the department and Pack Members.
• Monitor and coach Guest Service Agents, Cabin Guides, and Switchboard staff with real-time feedback.
• Participate in performance management activities, including reviews and corrective actions.
• Update job knowledge through continued education and professional development.
• Contribute to department and organizational goals and mission.
• Close with an open mentality.
• Keep all areas in like-new condition and website ready.

Guest

• Ensure guests are greeted and acknowledged consistently, adhering to the 10/5 Rule.
• Respond to guest questions or concerns and elevate feedback to leadership when appropriate.
• Ensure guest requests and concerns are communicated and resolved promptly and satisfactorily by the appropriate department.
• Maintain cleanliness, organization, and safety of front desk, lobby, back-of-house areas, and luggage carts.
• Partner with department leaders to execute action plans that improve guest service and Pack Member engagement, measured through NPS.
• Monitor and respond to Guest Medallia feedback.
• Communicate with guests in a professional and friendly manner.
• Protecting company assets by adhering to policies and procedures.
• Understand departmental MPOR requirements and adjust schedules daily to reflect occupancy.
• Evaluate and implement efficiencies to improve operations and service standards.
• Participate in labor management, scheduling, and forecasting of Pack Members.
• Maintain operational quality by ensuring service excellence, proper inventory levels, and functioning equipment.
• Promote excellence by delivering superior service to guests and Pack Members.
• Proficient in Microsoft Office and Opera.
• Demonstrated customer service and supervisory skills, preferably in a large hotel or resort setting.

Physical Requirements

• Capable of walking, standing, crawling, sitting, bending, twisting, reaching up to and including above shoulder level, crouching/squatting, and kneeling.
• Capable of climbing multiple flights of stairs.
• Dexterity of the fingers and hands with ability to squeeze hands, twist and rotate wrists and elbows.
• Able to work at a computer for long periods of time.
• Ability to hear and speak for communication with guests.
• Ability to lift, push and pull up to 20lbs.

Additional Requirements

Newly hired Pack Members must submit a completed police clearance to Human Resources. Employment may begin before the results are received, based on the Pack Member’s confirmation that they have no unpardoned criminal convictions. If the clearance reveals a conviction, the employer may terminate employment on a case-by-case basis, providing only the minimum notice required under the Employment Standards Act, 2000, with no additional notice or compensation.

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 accommodations 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. If you require any accommodation in the application process, please contact us.