Guest Service & Sales Pro — Upsell & Delight Guests

Great Wolf Lodge; Maineville (OH); On-site; USD 17,000 - 24,000; Full time

Benefits offered by this job

Discounted vacations

Great Wolf University access

Paid time off

401K with employer match

Waterpark passes

Job summary

Great Wolf Lodge in Mason, OH is seeking a Guest Service & Sales Agent. In this role you'll handle check-in and check-out, actively promote suites and packages, and deliver concierge-level service to every guest while driving revenue through consultative selling.

You'll join a fast-paced, guest-facing team with incentive pay tied to performance, opportunities for growth, flexible scheduling, and comprehensive benefits including medical, dental, 401K, paid time off, and resort perks.

Qualifications

• Strong customer service and/or sales experience required.
• 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 teamwork and communication abilities.
• Demonstrated multitasking and prioritization skills in a fast-paced environment.
• Experience with mobile tech and front desk software.

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

Customer service

Sales experience

Teamwork

Communication

Multitasking

Flexibility schedule

Empathy

Education

High School Diploma or equivalent

Tools

Front desk software

Mobile technology

Self-service kiosks

Property management systems

Job description

Great Wolf Lodge in Mason, OH is seeking a Guest Service & Sales Agent. In this role you'll handle check-in and check-out, actively promote suites and packages, and deliver concierge-level service to every guest while driving revenue through consultative selling.

You'll join a fast-paced, guest-facing team with incentive pay tied to performance, opportunities for growth, flexible scheduling, and comprehensive benefits including medical, dental, 401K, paid time off, and resort perks.