Guest Experience & Upsell Specialist

Great Wolf Lodge; Fitchburg (MA); Sur place; USD 21 000 - 26 000; Plein temps

Avantages offerts par ce poste

Discounted vacations

Employee referral incentives

Great Wolf Scholarship Program

Waterpark passes

Résumé du poste

Great Wolf Lodge is seeking a Guest Service & Sales Agent in Fitchburg, MA. You will check guests in and out, promote upgrades and packages, and deliver a concierge-level experience that drives revenue and guest satisfaction.

You will use mobile tech and lodge systems to ensure smooth transactions, while building rapport and guiding guests to resort amenities and local attractions. Competitive hourly pay accompanies incentive opportunities.

Qualifications

• Flexibility with schedule including nights, weekends, and holidays.
• Strong customer service and/or sales experience.
• Background check and drug screening.
• Ability to anticipate guest needs and create memorable experiences.
• Enthusiastic, positive, proactive and dependable.
• Strong teamwork and communication abilities.
• Multitasking and prioritization in fast-paced environment.
• Experience with mobile technology and front desk software/kiosks.

Responsabilités

• Welcome and assist guests with check-in and check-out using property management systems.
• Boost revenue by promoting lodge offerings and upgrades through consultative selling.
• Engage guests to uncover needs and drive add-on experiences.
• Respond to guest inquiries with warmth and concierge-level service.
• Use mobile devices, kiosks, and software to deliver seamless experiences.
• Verify guest identity, process secure payments, and manage billing accurately.
• Maintain records of guest stays, rooms, and transactions.
• Handle lost-and-found with proper documentation and follow-up.
• Communicate guest needs to departments for timely resolution.
• Keep front desk and lobby clean and welcoming.
• Offer guidance on resort amenities and local attractions.

Connaissances

Customer service

Sales experience

Empathy

Teamwork

Communication

Multitasking

Mobile tech familiarity

Formation

High School Diploma or equivalent

Description du poste

Great Wolf Lodge is seeking a Guest Service & Sales Agent in Fitchburg, MA. You will check guests in and out, promote upgrades and packages, and deliver a concierge-level experience that drives revenue and guest satisfaction.

You will use mobile tech and lodge systems to ensure smooth transactions, while building rapport and guiding guests to resort amenities and local attractions. Competitive hourly pay accompanies incentive opportunities.