Housekeeping Lead & Guest Experience Coach

Great Wolf; Colorado Springs (CO); On-site; USD 25,000 - 36,000; Full time

Job summary

Great Wolf Lodge is seeking a Housekeeping Supervisor to lead and mentor the housekeeping team, ensuring cleanliness standards and on-time turnover of rooms. You will coach staff, enforce policies, schedule labor, and coordinate with front desk for stayovers and maintenance issues.

The role requires at least 1 year in a supervisory capacity in Rooms Division, proficiency with Microsoft Office and HotSos, and strong customer service and communication skills.

Qualifications

• High School diploma or equivalent experience.
• Minimum of 1 year experience in a Rooms Division supervisor or similar supervisor position.
• Experience with Microsoft Office and general software systems; proficiency in Excel, Word and Outlook.
• Experience with HotSos or similar system.
• Demonstrated interpersonal and verbal communication skills.
• Demonstrated customer service, conflict resolution, employee engagement, retention and team building skills.
• Ability to work flexible schedule including nights, weekends, and/or Holidays as needed.
• Desired: Bachelor's degree; Experience with Opera or similar system; Bilingual English/Spanish; Time management skills.

Responsibilities

• Leads and mentors housekeeping staff daily to ensure cleanliness standards and operational efficiencies are met or exceeded.
• Ensures the turnover of all vacant and clean rooms in a timely manner; verifies stayovers, reports early check outs, and communicates issues and discrepancies with front office.
• Provides coaching, encouragement, and recognition to pack members when necessary.
• Understanding and applying Great Wolf policies and procedures; collaborating with Housekeeping leadership in performance management.
• Scheduling staff, labor management and forecasting.
• Participates in training programs for new hires and ongoing training for Pack Members.
• Creates and schedules daily assignments and weekly projects to optimize staff performance.
• Conducts daily stand up meetings with Room Attendants and House Attendants; collects feedback for leadership.
• Inspects guest rooms for cleanliness, damage, supply levels, maintenance issues, and temperature control; coaches and drives accountability.
• Ensures linen storage rooms, trash rooms, and housekeeping carts are clean, organized, and properly inventoried; promotes safety.

Skills

Interpersonal skills

Verbal communication

Customer service

Conflict resolution

Team building

Time management

Education

High School diploma or equivalent

Bachelor's degree

Tools

Microsoft Office

Excel

Word

Outlook

HotSos

Opera

Job description

Great Wolf Lodge is seeking a Housekeeping Supervisor to lead and mentor the housekeeping team, ensuring cleanliness standards and on-time turnover of rooms. You will coach staff, enforce policies, schedule labor, and coordinate with front desk for stayovers and maintenance issues.

The role requires at least 1 year in a supervisory capacity in Rooms Division, proficiency with Microsoft Office and HotSos, and strong customer service and communication skills.