Retail & Attractions Supervisor

Great Wolf Lodge; Baraboo (WI); On-site; USD 21,000 - 30,000; Full time

Job summary

Great Wolf Lodge in Baraboo, WI is seeking a Retail and Attractions Supervisor to lead daily operations across gift shops, arcade, and attractions. You will coach the team, manage scheduling, and ensure safety and service standards while maximizing guest satisfaction.

The role focuses on coaching, policy adherence, and cross-department collaboration to improve guest experiences and drive profitability. Strong English communication and hospitality experience are required, with flexibility for

Qualifications

• High School diploma or equivalent required.
• Minimum of 1 year experience in Retail.
• Experience with Microsoft Office (Excel, Word, Outlook).
• Strong customer service, conflict resolution, employee engagement and team-building skills.
• Proficient in written and spoken English.
• Ability to work flexible schedule including nights, weekends, holidays.

Responsibilities

• Supervises daily retail and attractions operations to ensure safety and service standards.
• Provides coaching and recognition to team members regularly.
• Collaborates with leadership on performance management of the department and staff.
• Responds to guest questions/concerns and escalates feedback when needed.
• Manages scheduling, labor forecasting, and staff communications.
• Conducts daily stand-up meetings to prioritize work and capture feedback.
• Monitors staff performance and provides real-time coaching.
• Ensures proper stocking and safety compliance in outlets and attractions.
• Participates in recruitment and selection for retail and attractions staff.
• Works with leaders to improve guest service and team engagement (NPS/eNPS).
• Supports HR processes including reviews, corrective action, and investigations.

Skills

Customer service

Team leadership

Conflict resolution

Scheduling

English communication

Microsoft Office proficiency

Education

High School diploma or equivalent

Associate degree in hospitality or related field

Tools

Excel

Word

Outlook

Microsoft Office

Job description

1400 Great Wolf Dr, Baraboo WI 53913, United States

Pay: $18.50

At Great Wolf, the Retail and Attractions Supervisor brings joy to families through involvement in daily retail and attractions operations. This leadership role is critical in executing on business requirements, supporting the retail and attractions team, and interacting with guest and pack members to enhance their experience and maximize profitability.

Essential Duties & Responsibilities

• Supervises daily retail and attractions operations including gift shops, arcade, attractions, vending, etc. to ensure successful execution of all lodge safety and service standards and completion of daily tasks and assignments
• 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 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 retail and attractions pack members to prioritize the day and facilitates feedback from Pack Members
• Monitors performance of attendants, providing real time feedback and coaching
• Ensures retail outlets and attractions are organized, and properly stocked for the daily operations; ensures compliance with safety standards
• Participates in recruitment and selection of talent for retail and attractions
• 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 Retail and Attractions leadership in pack performance management including; employee reviews, corrective action, investigations, conflict resolution, etc.
• Maintains quality operation by ensuring service excellence, adequate inventory levels, and maintaining equipment by troubleshooting and/or calling for repairs
• 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
• Adherence to all standard operating procedures related to the role

Basic Qualifications & Skills

• High School diploma or equivalent experience
• Minimum of 1 year previous experience in Retail
• 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

Desired Qualifications & Traits

• Associate's degree or higher in hospitality or related field
• Experience in a previous retail or hospitality leadership role
• Previous hotel experience, preferably in a large family resort or hotel

Physical Requirements

• Ability to lift 30lbs
• Ability to stand/sit and walk for long periods of time
• Ability to bend, stretch and twist

Estimated Salary Range:

- $18.50 annual base salary

An employee's pay position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs. The range listed is just one component of Great Wolf's total compensation package. Other rewards may include annual bonuses, a Paid Time Off policy, and other perks.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, and for inquiring about, discussing or disclosing compensation. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.