Guest Service & Sales Agent

Great Wolf Lodge; Mashantucket (CT); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Medical, Dental, Vision and Life ins.

401K with employer match

Paid vacation and parental leave

Waterpark passes and vacation discount

Job summary

Great Wolf Lodge in Mashantucket, CT is hiring a Guest Service & Sales Agent who will greet guests, manage check-in/check-out, and actively promote upgrades and resort experiences. You will use property software and mobile tools to deliver seamless service and contribute to revenue goals with a consultative selling approach.

This role blends hospitality and sales in a fast-paced resort setting. You’ll engage guests, upsell offerings, collaborate with teams, and participate in diverse benefit

Qualifications

• Experience in customer service or sales roles.
• Successful background check and drug screening.
• Ability to upsell and build rapport quickly.

Responsibilities

• Welcome and assist guests with check-in/check-out.
• Promote lodge offerings and upgrades to boost revenue.
• Engage guests to uncover needs and offer add-ons.
• Handle inquiries with warmth and accuracy.
• Use mobile tech and kiosks for seamless service.
• Maintain accurate records of stays and transactions.

Skills

Customer service

Sales experience

Flexibility

Teamwork

Multitasking

Tech-savvy

Education

High School Diploma or equivalent

Tools

Front desk software

Self-service kiosks

Mobile devices

Job description

Pay

$17.50 /hr

Incentive opportunities: Pack Members in this role may earn additional performance-based incentive pay. Recent averages reported for this position have ranged from $2–$5 per hour.

As a Guest Service & Sales Agent, you’re not just the first and last point of contact for our guests — you’re also a key driver of revenue and guest satisfaction. In this dual role, you’ll go beyond traditional check-in and check-out duties to actively promote suite upgrades, exclusive packages, and resort features that enhance the guest experience and support the Lodge’s sales goals. Your ability to connect with guests, understand their needs, and confidently recommend personalized offerings will have a direct impact on both guest enjoyment and your earning potential. This role is ideal for individuals who excel in a fast-paced, guest-facing sales environment and are passionate about delivering exceptional stays while achieving optimal results.

Join our Pack:

• Grow your career: Launch or elevate your hospitality career in a role that builds the consultative sales skills and guest experience savvy needed to grow into a high-earning future in resort sales, operations, or guest services leadership.
• Maximize Your Earnings: Take advantage of incentive opportunities tied directly to your performance — the better you serve and sell, the more you earn.
• Great Perks: Take advantage of exclusive perks for you, your family, and friends - including discounted vacations, employee referral incentives and Great Wolf’s Scholarship Program
• Learn While You Earn: Gain access to Great Wolf University for on-the-job training, functional, and leadership development training
• Prioritize Your Well-Being: We offer flexible scheduling, access to a holistic wellness program, and technology, and support through our Employee Assistance Program and Pack Member Relief Fund
• Celebrate Your Uniqueness: Join a team that champions diversity and inclusion through programs that make everyone feel welcome and valued.

Comprehensive Benefits

• Medical, Dental, Vision and Life insurance with HSA
• Mental Well-being and Telehealth resources
• 401K with employer match
• Paid vacation time off and parental leave
• Waterpark passes, vacation discounts and other perks

Essential Duties & 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

Basic Qualifications & Skills:

• Flexibility with schedule, including nights, weekends, and holidays
• Strong previous customer service and/or sales experience
• Successful background check and drug screening
• Demonstrated empathy and a genuine desire to serve others; able to anticipate guest needs and turn moments of service into memorable experiences
• Enthusiastic, positive, proactive, and dependable
• Strong demonstrated teamwork and communication abilities
• Demonstrated multitasking and prioritization skills in a fast-paced environment
• Experience or ability to learn using mobile technology, front desk software, and self-service kiosks

Preferred Skills & Qualities:

• High School Diploma or equivalent
• Able to effectively upsell and cross-sell resort offerings
• Strong consultative selling skills with the ability to tailor recommendations in real-time
• Ability to build rapport quickly and use storytelling or product knowledge to drive interest

Physical Requirements

• Ability to stand and/or sit for extended periods and to walk, bend, reach, and stoop regularly during a shift
• Capable of lifting up to 30 lbs.
• Comfortable working in a busy, loud, and guest-facing environment with frequent distractions
• Ability to speak clearly, listen and respond attentively in a dynamic, fast-paced setting

Pay Rate

$17.50 /hr

An employee’s pay position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs. The range listed is just one component of Great Wolf’s total compensation package. Other rewards may include annual bonuses, a Paid Time Off policy, and other perks.