Guest Services Supervisor

Great Wolf Lodge; Concord (NC); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Great Wolf University

Discounted vacations

Employee referral incentives

401K with match

Paid vacation

Paid parental leave

Job summary

Great Wolf Lodge in Concord, NC seeks a Guest Services Supervisor to lead daily front desk and lodge operations, ensuring service excellence and profitability. This leadership role coaches staff, enforces safety policies, and collaborates with department leaders to deliver an exceptional guest experience.

The position offers immediate hiring with full-time, part-time, and flexible schedules, plus comprehensive benefits and opportunities for professional development through Great Wolf University.

Qualifications

• Minimum 1 year front desk/Rooms Division experience.
• Proficiency in Excel, Word, and Outlook.
• Excellent customer service and conflict-resolution skills.
• Fluent written and spoken English.
• Ability to work nights, weekends, and holidays.

Responsibilities

• Supervise daily front office operations and safety/service standards.
• Ensure successful check-in standards and operational efficiencies.
• Provide coaching and recognition to pack members.
• Collaborate with leadership on performance management.
• Schedule staff and forecast labor requirements.
• Conduct daily stand-up meetings with Guest Service team.
• Maintain clean, stocked, safe front desk and lobby areas.
• Participate in recruitment for guest service team.

Skills

Customer service

Conflict resolution

Team building

Leadership

Coaching

Employee engagement

Microsoft Office

Excel

Written and spoken English

Education

High School diploma or equivalent

Associate degree in hospitality or related field

Tools

Opera PMS

Job description

Pay: $18

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 appropriateEnsures 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

Pay Rate: $ /hr

An employee’s pay position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs. The range listed is just one component of Great Wolf’s total compensation package. Other rewards may include annual bonuses, a Paid Time Off policy, and other perks.

Position Close Date:

Equal Opportunity Employer/Protected Veterans/Individuals With Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) 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 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.