Guest Services Supervisor | Flexible Scheduling & Growth

Hunter Super Techs - TurnPoint; Concord (NC); 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 is seeking a Guest Services Supervisor to lead daily front desk and lodge operations, ensuring safety and service standards across the team. You will coach staff, respond to guest needs, and escalate issues to leadership while managing scheduling and labor plans.

The role emphasizes guest satisfaction, engagement, and operational excellence in a family resort setting, with the ability to cover nights, weekends and holidays as needed.

Qualifications

• High School diploma or equivalent experience.
• Minimum of 1 year prior experience in 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.
• Ability to work flexible schedule including nights, weekends, holidays as needed.

Responsibilities

• Supervises daily front office operations to ensure successful execution of 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.
• 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.

Skills

Customer service

Conflict resolution

Team leadership

Scheduling

English proficiency

Education

High School diploma or equivalent

Associate's degree or higher in hospitality or related field

Tools

Opera PMS

Microsoft Office (Excel, Word, Outlook)

Job description

Great Wolf Lodge is seeking a Guest Services Supervisor to lead daily front desk and lodge operations, ensuring safety and service standards across the team. You will coach staff, respond to guest needs, and escalate issues to leadership while managing scheduling and labor plans.

The role emphasizes guest satisfaction, engagement, and operational excellence in a family resort setting, with the ability to cover nights, weekends and holidays as needed.