Public Area Lead — Elevate Guest Experience

Great Wolf Lodge; Perryville (MD); On-site; USD 26,000 - 37,000; 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 Public Area Supervisor to lead daily public area operations and support the housekeeping team. You will coordinate tasks, coach staff, and ensure lodge cleanliness to maintain guest satisfaction and profitability.

You will supervise teams, schedule projects, and collaborate with leadership to implement service improvements while maintaining safety and regulatory compliance.

Qualifications

• High School diploma or equivalent experience.
• Previous janitorial, laundry, housekeeping, or similar experience.
• Experience and basic knowledge of Microsoft Office and general software systems.
• 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 public area operations to ensure cleanliness of public areas to lodge standards and ensures completion of daily tasks and assignments.
• Ensures all public space, storage, back of house areas, are safe, clean, and organized; and closets are properly inventoried and stocked for each shift.
• Schedules daily assignments, daily and weekly projects, and optimizes staff to ensure lodge cleanliness, proper floor care, carpet-cleaning projects.
• Provides coaching, encouragement, and recognition to pack members regularly
• Understands and champions Great Wolf policies and procedures, and collaborates with Department and Lodge leadership in performance management of the department and its Pack Members
• Responds to pack/guest concerns or requests and escalates to leadership or other departments as appropriate
• Understands and participates in scheduling of staff, execution of labor management and forecasting
• Conducts daily stand up meetings with Housekeeping pack to prioritize the day and facilitates feedback from Pack Members
• Monitors performance of staff, providing real time feedback and coaching
• Participates in recruitment and selection of talent for the housekeeping tea
• Partners with department leaders to develop and execute action plans related to guest service and Pack Member engagement measured through NPS and eNP
• Participates with 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
• Assists in developing, implementing, and monitoring programs ensuring a safe facility that complies with all appropriate regulations-Ergonomics, Emergency Responses, Injury and Illness Prevention, and Hazard Communications Programs

Skills

Customer service

Conflict resolution

Employee engagement

Team building

English proficiency

Flexible scheduling

Education

High School diploma or equivalent

Tools

Microsoft Office

Job description

Great Wolf Lodge is seeking a Public Area Supervisor to lead daily public area operations and support the housekeeping team. You will coordinate tasks, coach staff, and ensure lodge cleanliness to maintain guest satisfaction and profitability.

You will supervise teams, schedule projects, and collaborate with leadership to implement service improvements while maintaining safety and regulatory compliance.