Guest Services Supervisor — Flexible Schedule & Growth

Great Wolf Lodge; Grapevine (TX); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

Health savings account

Telehealth resources

Life insurance

401K with employer match

Paid vacation time off

Paid parental leave

Job summary

Great Wolf Lodge in Grapevine, TX is seeking a Guest Services Supervisor to lead daily front desk and lodge operations, coach the team, and ensure guest satisfaction while supporting profitability. The role emphasizes strong customer service, operational oversight, and staff development.

This position requires experience with front desk software, a flexible schedule including nights and weekends, and a commitment to safety and service standards across all shifts.

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 safety and service standards.
• Ensures daily check-in standards and operational efficiencies.
• Provides coaching, encouragement, and recognition to team members.
• Collaborates with leadership in performance management of the department.
• Responds to guest concerns and escalates feedback appropriately.
• Coordinates scheduling, labor management, and forecasting.
• Leads daily stand-up meetings to prioritize the day and gather feedback.
• Monitors performance and provides real-time coaching to staff.
• Maintains clean, organized front desk and luggage areas and safety compliance.
• Participates in recruitment and selection of guest service staff.
• Partner with leaders to improve guest service and staff engagement metrics.

Skills

Customer service

Conflict resolution

Employee engagement

Team building

English proficiency

Flexible schedule

Education

High School diploma

Associate's degree or higher in hospitality or related field

Tools

Microsoft Office

Excel

Word

Outlook

Job description

Great Wolf Lodge in Grapevine, TX is seeking a Guest Services Supervisor to lead daily front desk and lodge operations, coach the team, and ensure guest satisfaction while supporting profitability. The role emphasizes strong customer service, operational oversight, and staff development.

This position requires experience with front desk software, a flexible schedule including nights and weekends, and a commitment to safety and service standards across all shifts.