Guest Experience & Upsell Specialist

Great Wolf Lodge; Concord (NC); On-site; USD 18,000 - 25,000; Full time

Benefits offered by this job

Discounted vacations

Waterpark passes

401K with employer match

Paid vacation and parental leave

Great Wolf University

Job summary

Great Wolf Lodge in North Carolina is seeking a Guest Service & Sales Agent to check in guests, promote upgrades, and deliver concierge-level service. You will drive revenue through consultative selling while ensuring a memorable guest experience.

The role emphasizes quick learning, teamwork, and using mobile tech to enhance guest interactions. Flexible scheduling and a path to high earnings through incentives are offered.

Qualifications

• Flexible schedule including nights, weekends, and holidays.
• Strong customer service and/or sales experience.
• Successful background check and drug screening.
• Demonstrated empathy and a genuine desire to serve others; anticipate guest needs.
• Enthusiastic, positive, proactive, and dependable.
• Strong teamwork and communication abilities.
• Multitasking and prioritization in a fast-paced environment.
• Experience with mobile technology, front desk software, and self-service kiosks.

Responsibilities

• Welcome and assist guests with check-in and check-out processes using property management systems.
• Actively boost revenue by confidently promoting lodge offerings and upgrades through consultative, service-driven selling.
• Engage guests in proactive conversations that uncover hidden needs, leading to add-on experiences and stronger satisfaction.
• Respond to guest inquiries and special requests with warmth, accuracy, and a concierge-level approach to service.
• Leverage mobile devices, self-service kiosks, and property software to deliver seamless, tech-enabled guest experiences.
• Accurately verify guest identity, process secure payments, and manage billing with precision.
• Maintain accurate records of guest stays, room assignments, and transactions.
• Handle lost-and-found items with care and efficiency, ensuring proper documentation and guest follow-up.
• Communicate guest needs and feedback to appropriate departments for timely resolution.
• Keep the front desk and lobby area clean, organized, and welcoming to create a positive first and lasting impression.
• Offer knowledgeable guidance on resort amenities, local attractions, and directions to help guests make the most of their stay.

Skills

Flexible schedule

Customer service

Sales experience

Background check

Empathy

Teamwork

Multitasking

Mobile tech & kiosks

Education

High School Diploma or equivalent

Job description

Great Wolf Lodge in North Carolina is seeking a Guest Service & Sales Agent to check in guests, promote upgrades, and deliver concierge-level service. You will drive revenue through consultative selling while ensuring a memorable guest experience.

The role emphasizes quick learning, teamwork, and using mobile tech to enhance guest interactions. Flexible scheduling and a path to high earnings through incentives are offered.