Guest Experience & Upsell Specialist

Great Wolf Lodge; Kentucky; On-site; USD 18,000 - 23,000; Full time

Benefits offered by this job

Grow your career

Incentives

Perks for family

Great Wolf University

Well-being program

Diversity & inclusion

Job summary

Great Wolf Lodge in Kentucky is seeking a Guest Service & Sales Agent who serves as the first and last contact for guests, driving revenue and satisfaction by confidently promoting upgrades, packages, and resort features during check-in, stay, and checkout.

In a fast-paced, guest-facing sales environment you will connect with guests, uncover needs, and tailor recommendations while using mobile devices and property software to ensure smooth, concierge-style service.

Qualifications

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

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 to uncover hidden needs, leading to add-on experiences and stronger satisfaction.
• Respond to guest inquiries with warmth and concierge-level service.
• Leverage mobile devices, self-service kiosks, and property software for seamless guest experiences.
• Verify guest identity, process secure payments, and manage billing with precision.
• Maintain records of guest stays, room assignments, and transactions.
• Handle lost-and-found items with care and proper documentation.
• Communicate guest needs and feedback to appropriate departments for timely resolution.
• Keep the front desk and lobby area clean, organized, and welcoming.
• Offer knowledgeable guidance on resort amenities and local attractions.

Skills

Upselling & cross-selling

Consultative selling

Storytelling/product knowledge

Rapport building

Teamwork & communication

Education

High School Diploma or equivalent

Job description

Great Wolf Lodge in Kentucky is seeking a Guest Service & Sales Agent who serves as the first and last contact for guests, driving revenue and satisfaction by confidently promoting upgrades, packages, and resort features during check-in, stay, and checkout.

In a fast-paced, guest-facing sales environment you will connect with guests, uncover needs, and tailor recommendations while using mobile devices and property software to ensure smooth, concierge-style service.