Guest Experience Supervisor — Front Desk Lead

Great Wolf Lodge; Scottsdale (AZ); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

Health savings account

Telehealth resources

Life insurance

401K with employer match

Paid vacation time off

Paid parental leave

Job summary

Great Wolf Lodge in Scottsdale, AZ is seeking a Guest Services Supervisor to lead daily front desk and lodge operations, mentor pack members, and ensure exceptional guest experiences while aligning with safety and service standards.

This role offers immediate start with full-time, part-time, and flexible scheduling. Benefits include medical, dental, vision, HSA, 401K with company match, paid vacation and parental leave, plus access to Great Wolf University for ongoing training and development.

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 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
• Participates in recruitment and selection of talent for the guest service team
• Partners 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
• Assists 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

Skills

Customer service

Conflict resolution

Employee engagement

Retention

Team building

English proficiency

Flexible scheduling

Education

High School diploma or equivalent

Associate's degree or higher in hospitality

Tools

Microsoft Office

Excel

Word

Outlook

Opera

Job description

Great Wolf Lodge in Scottsdale, AZ is seeking a Guest Services Supervisor to lead daily front desk and lodge operations, mentor pack members, and ensure exceptional guest experiences while aligning with safety and service standards.

This role offers immediate start with full-time, part-time, and flexible scheduling. Benefits include medical, dental, vision, HSA, 401K with company match, paid vacation and parental leave, plus access to Great Wolf University for ongoing training and development.