Guest Experience & Sales Advocate (Upsell)

Great Wolf Lodge; Perryville (MD); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Health benefits

Mental health resources

401K with match

Paid vacation

Waterpark passes

Job summary

Great Wolf Lodge in Perryville, MD is seeking a Guest Service & Sales Agent to greet guests, process check-in/out, and promote exclusive resort offerings that enhance stays and drive revenue.

In this dual role, you will upsell suites and packages, use mobile tools, and deliver concierge-like service to boost guest satisfaction and revenue. Flexibility to work nights, weekends, and holidays is required; base pay starts at $18 per hour with performance-based incentive opportunities.

Qualifications

• Customer service and/or sales experience required.
• Ability to stand/walk and lift up to 30 lbs if needed.
• Flexibility with schedule including nights, weekends and holidays.

Responsibilities

• Welcome and assist guests with check-in and check-out using property management systems.
• Actively boost revenue by promoting lodge offerings and upgrades through consultative selling.
• Engage guests in proactive conversations to uncover needs and upsell experiences.
• Respond to guest inquiries with warmth and accuracy.
• Leverage mobile devices and kiosks to deliver seamless guest experiences.
• Verify guest identity, process secure payments, and manage billing.
• Maintain accurate records of stays, room assignments, and transactions.
• Handle lost-and-found items with care and proper documentation.
• Communicate guest needs to departments for timely resolution.
• Keep front desk and lobby area welcoming and organized.
• Offer guidance on resort amenities and local attractions.

Skills

Customer service

Sales experience

Teamwork

Multitasking

Communication skills

Education

High School Diploma

Tools

Front desk software

Self-service kiosks

Mobile devices

Job description

Great Wolf Lodge in Perryville, MD is seeking a Guest Service & Sales Agent to greet guests, process check-in/out, and promote exclusive resort offerings that enhance stays and drive revenue.

In this dual role, you will upsell suites and packages, use mobile tools, and deliver concierge-like service to boost guest satisfaction and revenue. Flexibility to work nights, weekends, and holidays is required; base pay starts at $18 per hour with performance-based incentive opportunities.