Guest Services Supervisor

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

Benefits offered by this job

Grow your career

Great Perks

Learn While You Earn

Prioritize Your Well-Being

Celebrate Your Uniqueness

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

20500 Old Hwy 99 SW, Grand Mound WA 98531, United States

Pay: $22.5

At Great Wolf, the Guest Services Supervisor brings joy to families through active involvement in daily front desk and lodge operations. This leadership role is critical in executing on business requirements, supporting the guest services team, and interacting with guest and pack members to enhance their experience and maximize profitability.

Hiring immediately with full-time, part-time, and flexible scheduling

Join our Pack:

• Grow your career: A great place to start or advance your career with cross-training, scholarship fund, and talent development programs at all levels
• Great Perks: Take advantage of exclusive perks for you, your family, and friends - including discounted vacations and employee referral incentives
• Learn While You Earn: Gain access to Great Wolf University for on-the-job training, functional, and leadership training
• Prioritize Your Well-Being: We offer flexible scheduling, access to a holistic wellness program and technology, and support through our Employee Assistance Program and Employee Relief Fund
• Celebrate Your Uniqueness: Join a team that cheers for diversity and inclusion through programs that make everyone feel welcome and recognized.

Benefits:

• Medical, Dental, and Vision insurance
• Health savings account
• Telehealth resources
• Life insurance
• 401K with employer match
• Paid vacation time off
• Paid parental leave

Essential Duties & Responsibilities

• Supervises daily front office operations to ensure successful execution of all lodge safety and service standards and completion of daily tasks and assignments
• Ensures daily success of check-in standards and operational efficiencies
• Provides coaching, encouragement, and recognition to pack members regularly
• Understands and champions Great Wolf policies and procedures, and collaborates with Department and Lodge leadership in performance management of the department and its Pack Members
• Responds to questions or guest concerns and escalates pack/guest feedback to leadership as appropriate
• Ensures the completion and proper communication/escalation of guest requests and other concerns to the appropriate department
• Understands and participates in scheduling of staff, execution of labor management and forecasting
• Conducts daily stand up meetings with Guest Service pack to prioritize the day and facilitates feedback from Pack Members
• Monitors performance of agents, providing real time feedback and coaching
• Ensures front desk, back of house areas, and luggage carts are clean, organized, and properly stocked for the daily operations; ensures safety standards are met
• Participates in recruitment and selection of talent for the guest service team
• Partners with department leaders to develop and execute action plans related to guest service and Pack Member engagement measured through NPS and eNPS
• Participates with Guest Services leadership in pack performance management including; employee reviews, corrective action, investigations, conflict resolution, etc.
• Maintains quality of operation by ensuring service excellence, ensuring adequate inventory levels, and operational equipment by troubleshooting, maintenance, and/or calling for repair
• Assists in developing, implementing, and monitoring programs ensuring a safe facility that complies with all appropriate regulations-Ergonomics, Emergency Responses, Injury and Illness Prevention, and Hazard Communications Programs
• May also assist in supervising bell, valet and night audit and other roles as needed

Basic Qualifications & Skills

• High School diploma or equivalent experience
• Minimum of 1 year prior experience Rooms Division/Front Desk
• Experience with Microsoft Office and general software systems; proficiency in Excel, Word and Outlook
• Demonstrated customer service, conflict resolution, employee engagement, retention and team building skills
• Proficient in both written and spoken English
• Ability to work flexible schedule including nights, weekends, holidays as needed

Desired Qualifications & Traits

• Associate's degree or higher in hospitality or related field
• Experience with Opera or similar system
• Previous hotel experience, preferably in a large family resort or hotel

Physical Requirements

• Ability to lift 30lbs.
• Ability to stand/sit for long periods of time.
• Ability to bend, stretch and twist

Position Close Date:

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, and for inquiring about, discussing or disclosing compensation. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Native Americans receive preference in accordance with Tribal Law.