Front Desk Lead - Guest Experience & Team Growth

Great Wolf Lodge; Mason (OH); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Grow your career

Great Perks

Learn While You Earn

Prioritize Your Well-Being

Celebrate Your Uniqueness

Job summary

Great Wolf Lodge in Mason, OH is seeking a Guest Services Supervisor to lead daily front desk and lodge operations, ensuring service standards and guest satisfaction. This role involves coaching the team, scheduling staff, and collaborating with lodge leadership to maximize guest experience and operational efficiency.

The position offers immediate employment with flexible schedules, competitive hourly pay, and opportunities for growth through cross-training and development programs within the

Qualifications

• High School diploma or equivalent experience.
• Minimum of 1 year prior experience 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.

Responsibilities

• Supervises daily front office operations to meet lodge safety and service standards.
• Ensures daily success of check-in standards and operational efficiencies.
• Coaches, encouragement, and recognition to pack members regularly.
• Collaborates with leadership in performance management of the department and staff.
• Responds to guest questions or concerns and escalates feedback as appropriate.
• Manages guest requests and communicates with relevant departments.
• Schedules staff, executes labor management and forecasting.
• Leads daily stand-up meetings with Guest Service team.
• Monitors performance and provides real-time feedback and coaching.
• Maintains clean, organized lobby areas and safety compliance.
• Participates in recruitment and selection of guest service staff.
• Partners with leaders to improve guest service and engagement metrics.
• Supports performance reviews, corrective action, and investigations as needed.
• Ensures inventory levels and equipment are maintained; coordinates repairs.
• Assists in safety programs and facility compliance.
• May supervise bell, valet, and night audit as needed.

Skills

Customer service

Conflict resolution

Team building

English proficiency

Flexible scheduling

Education

High School diploma or equivalent

Tools

Microsoft Office

Job description

Great Wolf Lodge in Mason, OH is seeking a Guest Services Supervisor to lead daily front desk and lodge operations, ensuring service standards and guest satisfaction. This role involves coaching the team, scheduling staff, and collaborating with lodge leadership to maximize guest experience and operational efficiency.

The position offers immediate employment with flexible schedules, competitive hourly pay, and opportunities for growth through cross-training and development programs within the