Guest Services Lead - Flexible Scheduling & Growth

Great Wolf Lodge; Centralia (WA); On-site; USD 26,000 - 36,000; Full time

Benefits offered by this job

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Job summary

Great Wolf Lodge in Grand Mound, WA is seeking a Guest Services Supervisor to lead daily front desk and lodge operations, driving guest satisfaction and profitability through staff coaching and efficient check-in processes.

You will supervise front desk activities, partner with lodge leadership, and mentor pack members to deliver exceptional service while maintaining safety standards and operational excellence. Training through Great Wolf University supports growth.

Qualifications

• High School diploma or equivalent
• Minimum of 1 year prior experience Rooms Division/Front Desk
• Proficiency in Excel, Word and Outlook
• Fluent English (written and spoken)
• Flexible schedule including nights, weekends, holidays

Responsibilities

• Supervises daily front office operations to ensure lodge safety and service standards
• Ensures daily success of check-in standards and operational efficiencies
• Provides coaching and recognition to pack members regularly
• Champions Great Wolf policies and collaborates with leadership on staff performance
• Responds to guest questions and escalates feedback to leadership
• Manages scheduling of staff and forecasting
• Participates in recruitment and selection of guest service team
• Drives guest service improvements measured by NPS and eNPS
• Maintains operation quality and inventory levels; coordinates maintenance as needed
• Supports safety programs and regulatory compliance

Skills

Customer service

Conflict resolution

Team building

English communication

Flexible scheduling

Education

High School diploma or equivalent

Associate degree in hospitality or related field

Tools

Opera system

Microsoft Office (Excel, Word, Outlook)

Job description

Great Wolf Lodge in Grand Mound, WA is seeking a Guest Services Supervisor to lead daily front desk and lodge operations, driving guest satisfaction and profitability through staff coaching and efficient check-in processes.

You will supervise front desk activities, partner with lodge leadership, and mentor pack members to deliver exceptional service while maintaining safety standards and operational excellence. Training through Great Wolf University supports growth.