Guest Services Supervisor

Great Wolf Lodge; Grand Mound (WA); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Discounted vacations

Employee referral incentives

Great Wolf University training

Flexible scheduling

Paid vacation time off

Paid parental leave

Job summary

Great Wolf Lodge in Grand Mound, WA seeks a Guest Services Supervisor to lead daily front desk and lodge operations, ensuring service excellence and safety standards for families. This role drives guest satisfaction, coaches the team, and collaborates with leaders to optimize performance and profitability.

The position offers immediate full-time, part-time, and flexible scheduling with benefits and opportunities for career growth.

Qualifications

• High School diploma or equivalent experience.
• Experience with Microsoft Office and general software systems; Excel, Word, Outlook preferred.
• Demonstrated customer service, conflict resolution, employee engagement, retention and team building skills.
• Proficient in written and spoken English.
• Ability to work flexible schedule including nights, weekends, holidays as needed.

Responsibilities

• Supervises daily front office operations to ensure lodge safety and service standards.
• Ensures check-in standards and operational efficiencies.
• Coaches and recognizes Pack Members regularly.
• Collaborates with leadership on performance management.
• Responds to guest concerns and escalates feedback as needed.
• Manages scheduling, labor forecasting, and stand-up meetings.
• Monitors agent performance and provides real-time feedback.
• Maintains lobby and back-of-house areas and equipment.
• Assists in recruitment and selection for guest services.
• Supports guest service initiatives and Pack Member engagement.

Job description

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 resourcesl
• 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