Guest Service & Sales Pro: Upsell & Delight

Great Wolf Lodge; Concord (NC); On-site; USD 16,000 - 23,000; Full time

Benefits offered by this job

Great Wolf University

Discounted vacations

Employee referral incentives

Scholarship Program

Well-being program

Paid time off

Job summary

Great Wolf Lodge is seeking a Guest Service & Sales Agent in Concord, NC. You’ll be the first and last contact for guests, promoting upgrades and resort features to enhance experience and revenue. You’ll use property systems for check-in/check-out, assist guests, and deliver concierge-style service.

This role includes incentive pay opportunities and comprehensive benefits through Great Wolf, plus the chance to grow within a dynamic resort environment.

Qualifications

• Previous customer service and/or sales experience is required.
• Flexibility with schedule, including nights, weekends, and holidays.
• Demonstrated empathy and a genuine desire to serve others.

Responsibilities

• Welcome and assist guests with check-in and check-out using property systems.
• Actively promote lodge offerings and upgrades to boost revenue.
• Engage guests in conversations to uncover needs and upsell experiences.
• Respond to guest inquiries with warmth, accuracy, and concierge-level service.
• Use mobile devices and kiosks to deliver seamless guest experiences.
• Verify guest identity and process payments accurately.
• Maintain a clean, welcoming front desk area.

Skills

Customer service

Sales experience

Communication

Teamwork

Multitasking

Guest needs anticipation

Education

High School Diploma

Tools

Front desk software

Self-service kiosks

Mobile devices

Job description

Great Wolf Lodge is seeking a Guest Service & Sales Agent in Concord, NC. You’ll be the first and last contact for guests, promoting upgrades and resort features to enhance experience and revenue. You’ll use property systems for check-in/check-out, assist guests, and deliver concierge-style service.

This role includes incentive pay opportunities and comprehensive benefits through Great Wolf, plus the chance to grow within a dynamic resort environment.