Guest Services Supervisor: Lead Joyful Stays & Team Growth

Great Wolf Lodge; Ledyard (CT); On-site; USD 42,000 - 52,000; 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 hiring a Guest Services Supervisor in Ledyard, CT. This full-time leadership role oversees front desk and lodge operations, coaching the team and driving guest satisfaction while supporting profitability.

Pay is $22.50 per hour. The role emphasizes schedule flexibility, training programs, and a welcoming, inclusive workplace with wellness and development opportunities for all Pack Members.

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 desk operations to ensure lodge safety and service standards.
• Ensures successful check-in standards and operational efficiencies.
• Provides coaching, encouragement, and recognition to pack members.
• Collaborates with leadership on performance management of the department.
• Responds to guest questions/concerns and escalates feedback as needed.
• Communicates guest requests to appropriate departments and follows up.
• Assists in staff scheduling, labor management, and forecasting.
• Leads daily stand-up meetings to prioritize the day and gather feedback.
• Monitors agent performance and provides real-time coaching.
• Maintains clean, stocked front desk and luggage areas; enforces safety standards.

Skills

Customer service

Conflict resolution

Employee engagement

Team leadership

English proficiency

Education

High School diploma or equivalent

Associate's degree or higher in hospitality or related field

Tools

Microsoft Office

Job description

Great Wolf Lodge is hiring a Guest Services Supervisor in Ledyard, CT. This full-time leadership role oversees front desk and lodge operations, coaching the team and driving guest satisfaction while supporting profitability.

Pay is $22.50 per hour. The role emphasizes schedule flexibility, training programs, and a welcoming, inclusive workplace with wellness and development opportunities for all Pack Members.