Retail & Attractions Supervisor

Great Wolf Lodge; Grand Mound (WA); On-site; USD 42,000 - 48,000; Full time

Job summary

Great Wolf Lodge is seeking a Retail and Attractions Supervisor to lead daily operations of gift shops, arcade, and attractions. You will coach team members, ensure safety and service standards, and drive guest satisfaction and profitability.

You will manage scheduling, respond to guest concerns, and collaborate with Lodge leadership on performance management and employee engagement. Strong English skills and a hospitality mindset are essential for success in this role.

Qualifications

• Minimum 1 year previous experience in Retail.
• Proficient in 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.

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.
• 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.

Skills

Retail experience

English proficiency

Customer service

Conflict resolution

Team engagement

Flexible schedule

Education

High School diploma or equivalent

Tools

Excel

Word

Outlook

Microsoft Office

Job description

Pay: $21.60

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:

• $21.60 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.

Position Close Date:

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 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. Native Americans receive preference in accordance with Tribal Law.