Guest Services Supervisor - Lead Front Desk & Growth

Great Wolf; Baraboo (WI); On-site; USD 22,000 - 31,000; 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

Great Wolf University training

Job summary

Great Wolf is seeking a Guest Services Supervisor to lead daily front desk operations at a family-oriented lodge. This role focuses on check-in efficiency, coaching, and timely guest responses while guiding a themed team of pack members to deliver exceptional service.

The position requires a high school diploma, 1 year of front desk experience, strong English skills, and flexibility for nights and weekends. Benefits include insurance, 401K, vacation, and training opportunities.

Qualifications

• High School diploma or equivalent experience.
• Minimum of 1 year prior Front Desk/Rooms Division experience.
• 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 a flexible schedule including nights, weekends, holidays.

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.
• 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.

Skills

Customer service

Conflict resolution

Team building

Employee engagement

English (written & spoken)

Education

High School diploma or equivalent

Associate's degree or higher in hospitality or related field

Tools

Microsoft Office

Excel

Word

Outlook

Job description

Great Wolf is seeking a Guest Services Supervisor to lead daily front desk operations at a family-oriented lodge. This role focuses on check-in efficiency, coaching, and timely guest responses while guiding a themed team of pack members to deliver exceptional service.

The position requires a high school diploma, 1 year of front desk experience, strong English skills, and flexibility for nights and weekends. Benefits include insurance, 401K, vacation, and training opportunities.