Guest Services Supervisor — Flexible Schedule & Growth

Great Wolf Lodge; Mason (OH); On-site; USD 20,000 - 29,000; 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 Mason, OH seeks a Guest Services Supervisor to lead daily front desk operations, coach the team, and ensure service excellence. You will oversee check-ins, schedule staff, and partner with department leaders to improve guest experience and hotel performance.

The role requires at least 1 year in Rooms/Front Desk, strong English communication, and proficiency with Microsoft Office; Opera experience is a plus. A great team environment and growth opportunities are offered.

Qualifications

• High School diploma or equivalent experience.
• Minimum of 1 year prior experience in Rooms Division/Front Desk.
• Proficiency with Microsoft Office and general software systems (Excel/Word/Outlook).
• Excellent customer service, conflict resolution, employee engagement and team building skills.
• Proficient written and spoken English; ability to work flexible hours including nights/weekends/holidays.
• Experience with Opera or similar hotel management system preferred.

Responsibilities

• Supervises daily front office operations and ensures safety and service standards.
• Oversees check-in standards and operational efficiencies.
• Coaches and recognizes Pack Members regularly.
• Enforces Great Wolf policies and collaborates with leadership on performance management.
• Responds to guest questions/feedback and escalates to leadership as needed.
• Coordinates guest requests communication to appropriate departments.
• Manages staff scheduling, labor forecasting, and daily standups with the team.
• Monitors agent performance and provides real-time feedback and coaching.
• Maintains clean, organized front desk/back-of-house areas and equipment.
• Participates in recruitment and talent development for the guest services team.
• Leads action plans for guest service improvement measured by NPS/eNPS.

Skills

Customer service

Conflict resolution

Employee engagement

Team building

Retention

English proficiency

Education

High school diploma or equivalent

Associate's degree or higher in hospitality (desired)

Tools

Microsoft Office Suite

Opera or similar PMS

Job description

Great Wolf Lodge in Mason, OH seeks a Guest Services Supervisor to lead daily front desk operations, coach the team, and ensure service excellence. You will oversee check-ins, schedule staff, and partner with department leaders to improve guest experience and hotel performance.

The role requires at least 1 year in Rooms/Front Desk, strong English communication, and proficiency with Microsoft Office; Opera experience is a plus. A great team environment and growth opportunities are offered.