First Shift Guest Experience Supervisor

Mt. Olympus Water & Theme Park Resort; United States; On-site; USD 22,000 - 31,000; Full time

Job summary

Mt. Olympus Resort in Wisconsin Dells is seeking a dependable and motivated Customer Service Supervisor to lead and support our customer service team.

This role ensures excellent guest experiences, oversees daily operations, and assists with escalated guest concerns in a fast-paced hospitality environment. The ideal candidate will demonstrate strong leadership, exceptional communication, and a passion for delivering outstanding service.

Qualifications

• Previous supervisory or team leadership experience required; hospitality or customer service experience preferred.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to handle difficult guest situations calmly and professionally.
• Strong organizational skills and attention to detail.
• Ability to multitask, prioritize responsibilities, and make sound decisions in a fast-paced environment.
• Ability to train, motivate, and hold team members accountable.
• Basic computer skills and the ability to learn company systems and procedures.
• Dependable, professional, and committed to providing excellent guest service.
• Ability to work the scheduled first shift from 7:00 AM to 3:00 PM.

Responsibilities

• Supervise, coach, and support customer service employees to ensure excellent guest service.
• Oversee daily operations and ensure adequate staffing and coverage throughout the shift.
• Assist team members with guest inquiries, complaints, and escalated service issues.
• Resolve guest concerns professionally and efficiently while maintaining a positive guest experience.
• Monitor employee performance, productivity, attendance, and adherence to company policies.
• Train new employees on customer service procedures, company policies, and service expectations.
• Provide ongoing coaching and feedback to improve employee performance and customer satisfaction.
• Ensure employees maintain professionalism and follow established customer service standards.
• Monitor daily workflows and identify opportunities to improve efficiency and service quality.
• Communicate effectively with management and other departments to address operational needs.
• Assist with scheduling, shift assignments, and daily task delegation as needed.
• Maintain accurate records, reports, and documentation related to customer service operations.
• Promote teamwork, accountability, and a positive working environment.
• Perform other related duties as assigned by management.

Skills

Leadership

Communication

Problem Solving

Organizational Skills

Multitasking

Coaching & Training

Job description

Mt. Olympus Resort in Wisconsin Dells is seeking a dependable and motivated Customer Service Supervisor to lead and support our customer service team.

This role ensures excellent guest experiences, oversees daily operations, and assists with escalated guest concerns in a fast-paced hospitality environment. The ideal candidate will demonstrate strong leadership, exceptional communication, and a passion for delivering outstanding service.