Guest Services Lead — Family‑Focused Hospitality

Great Wolf Lodge; Grapevine (TX); On-site; USD 26,000 - 30,000; Full time

Benefits offered by this job

Health insurance

Great Wolf University

Flexible scheduling

Discounted vacations

Employee referral incentives

Paid time off

Parental leave

Job summary

Great Wolf Lodge in Grapevine, TX is seeking a Guest Services Supervisor to lead daily front desk and lodge operations, ensuring safety, service standards, and smooth check-ins.

The role coaches a team, handles guest concerns, schedules staff, and partners with leadership to improve guest satisfaction. Requires 1 year Rooms Division/Front Desk experience and English proficiency; Opera experience preferred. Great Wolf University and flexible scheduling are offered.

Qualifications

• High School diploma or equivalent experience.
• Minimum of 1 year prior experience Rooms Division/Front Desk.
• Experience with Opera or similar system.
• Proficient in written and spoken English.

Responsibilities

• Supervises daily front office operations to ensure safe, high‑quality service and smooth check-ins.
• Coaches, encourages, and recognizes Pack Members regularly.
• Monitors performance, provides real‑time feedback and coaching.
• Schedules staff and participates in labor management and forecasting.
• Drives guest satisfaction through effective issue resolution and communication.

Skills

Customer service

Conflict resolution

Employee engagement

Team building

Staff coaching

Education

High School diploma or equivalent

Tools

Excel

Word

Outlook

Job description

Great Wolf Lodge in Grapevine, TX is seeking a Guest Services Supervisor to lead daily front desk and lodge operations, ensuring safety, service standards, and smooth check-ins.

The role coaches a team, handles guest concerns, schedules staff, and partners with leadership to improve guest satisfaction. Requires 1 year Rooms Division/Front Desk experience and English proficiency; Opera experience preferred. Great Wolf University and flexible scheduling are offered.