Guest Services Supervisor — Flexible Front Desk Lead

Great Wolf Lodge; Fitchburg (MA); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401K with employer match

Paid vacation time off

Paid parental leave

Job summary

Great Wolf Lodge in Fitchburg, MA seeks a Guest Services Supervisor to lead daily front desk and lodge operations, ensuring guest satisfaction and operational efficiency. The role supervises front office activities, coaches the team, analyzes processes, and collaborates with lodge leadership to drive guest experiences.

The position offers flexible scheduling with full-time, part-time, and dynamic shifts. Excellent communication, organizational skills, and a customer-first mindset are essential.

Qualifications

• 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.

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.

Skills

Customer service

Conflict resolution

Employee engagement

Retention

Team building

English proficiency

Education

High School diploma or equivalent

Tools

Microsoft Office

Excel

Word

Outlook

Opera

Job description

Great Wolf Lodge in Fitchburg, MA seeks a Guest Services Supervisor to lead daily front desk and lodge operations, ensuring guest satisfaction and operational efficiency. The role supervises front office activities, coaches the team, analyzes processes, and collaborates with lodge leadership to drive guest experiences.

The position offers flexible scheduling with full-time, part-time, and dynamic shifts. Excellent communication, organizational skills, and a customer-first mindset are essential.