Guest Services Leader: Front Desk & Guest Experience

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

Benefits offered by this job

Discounted vacations for staff

Employee referral incentives

Great Wolf University training

Flexible scheduling

Well-being program

Job summary

Great Wolf Lodge is seeking a Guest Services Supervisor to lead daily front desk and lodge operations, ensuring guest satisfaction and team performance. This role drives guest experience, supports the guest services team, and collaborates with leadership to maximize profitability.

Join a dynamic environment with cross-training, development programs, and a focus on well-being and inclusion. Competitive benefits accompany a flexible scheduling approach at a renowned family resort.

Qualifications

• High School diploma or equivalent experience.
• Demonstrated customer service, conflict resolution, employee engagement, retention and team building skills.
• Proficient in written and spoken English.

Responsibilities

• Supervises daily front desk operations and ensures adherence to lodge safety and service standards.
• Manages check-in standards and operational efficiencies.
• Provides coaching and recognition to Pack Members regularly.
• Participates in recruitment and staff scheduling; communicates guest feedback to leadership.
• Ensures guest requests are properly escalated and fulfilled.

Skills

Customer service

Conflict resolution

Employee engagement

Team building

English proficiency

Flexible schedule

Education

High School diploma or equivalent

Associate's degree or higher in hospitality

Tools

Microsoft Office

Excel

Word

Outlook

Job description

Great Wolf Lodge is seeking a Guest Services Supervisor to lead daily front desk and lodge operations, ensuring guest satisfaction and team performance. This role drives guest experience, supports the guest services team, and collaborates with leadership to maximize profitability.

Join a dynamic environment with cross-training, development programs, and a focus on well-being and inclusion. Competitive benefits accompany a flexible scheduling approach at a renowned family resort.