Guest Experience Supervisor: Front Desk Leader

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

Benefits offered by this job

Great Wolf University

Discounted vacations

Employee referral incentives

401K with match

Paid vacation

Paid parental leave

Job summary

Great Wolf Lodge in Concord, NC seeks a Guest Services Supervisor to lead daily front desk and lodge operations, ensuring service excellence and profitability. This leadership role coaches staff, enforces safety policies, and collaborates with department leaders to deliver an exceptional guest experience.

The position offers immediate hiring with full-time, part-time, and flexible schedules, plus comprehensive benefits and opportunities for professional development through Great Wolf University.

Qualifications

• Minimum 1 year front desk/Rooms Division experience.
• Proficiency in Excel, Word, and Outlook.
• Excellent customer service and conflict-resolution skills.
• Fluent written and spoken English.
• Ability to work nights, weekends, and holidays.

Responsibilities

• Supervise daily front office operations and safety/service standards.
• Ensure successful check-in standards and operational efficiencies.
• Provide coaching and recognition to pack members.
• Collaborate with leadership on performance management.
• Schedule staff and forecast labor requirements.
• Conduct daily stand-up meetings with Guest Service team.
• Maintain clean, stocked, safe front desk and lobby areas.
• Participate in recruitment for guest service team.

Skills

Customer service

Conflict resolution

Team building

Leadership

Coaching

Employee engagement

Microsoft Office

Excel

Written and spoken English

Education

High School diploma or equivalent

Associate degree in hospitality or related field

Tools

Opera PMS

Job description

Great Wolf Lodge in Concord, NC seeks a Guest Services Supervisor to lead daily front desk and lodge operations, ensuring service excellence and profitability. This leadership role coaches staff, enforces safety policies, and collaborates with department leaders to deliver an exceptional guest experience.

The position offers immediate hiring with full-time, part-time, and flexible schedules, plus comprehensive benefits and opportunities for professional development through Great Wolf University.