Public Area Supervisor and Guest Experience Lead (PTO)

Great Wolf Lodge; Scottsdale (AZ); On-site; USD 24,000 - 34,000; Full time

Job summary

Great Wolf Lodge in Scottsdale, AZ is seeking a Public Area Supervisor to lead daily housekeeping and public space operations, ensuring cleanliness and guest satisfaction. You will supervise staff, coordinate schedules, coach team members, and collaborate with lodge leadership to maintain safety and high standards.

You will manage daily tasks, forecast labor, and drive exceptional service while supporting the housekeeping team and maximizing guest experience and lodge profitability.

Qualifications

• High School diploma or equivalent experience.
• Previous experience with janitorial, laundry, housekeeping, or similar experience.
• Proficient in Microsoft Office and general software systems.
• Demonstrated customer service, conflict resolution, employee engagement, retention and team building skills.
• Proficient in written and spoken English.

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 team.
• 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

Team building

English language

Education

High School diploma

Tools

Microsoft Office

Job description

Great Wolf Lodge in Scottsdale, AZ is seeking a Public Area Supervisor to lead daily housekeeping and public space operations, ensuring cleanliness and guest satisfaction. You will supervise staff, coordinate schedules, coach team members, and collaborate with lodge leadership to maintain safety and high standards.

You will manage daily tasks, forecast labor, and drive exceptional service while supporting the housekeeping team and maximizing guest experience and lodge profitability.