Retail & Attractions Supervisor: Lead Guest Experience

Great Wolf Lodge; Garden Grove (CA); Sur place; USD 44 000 - 50 000; Plein temps

Résumé du poste

Great Wolf Lodge in Garden Grove, CA is seeking a Retail and Attractions Supervisor to lead daily gift shop and attractions operations, coach a team, and ensure guest satisfaction.

You will collaborate with lodge leadership to meet safety standards, drive performance, and optimize staffing and inventory while upholding Great Wolf’s service standards. The role requires strong English communication and a flexible schedule to deliver memorable family experiences.

Qualifications

• 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

Responsabilités

• 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

Connaissances

Retail operations

Team leadership

Customer service

English proficiency

Microsoft Office

Formation

High School diploma or equivalent

Associate degree in hospitality or related field

Outils

Excel

Word

Outlook

Description du poste

Great Wolf Lodge in Garden Grove, CA is seeking a Retail and Attractions Supervisor to lead daily gift shop and attractions operations, coach a team, and ensure guest satisfaction.

You will collaborate with lodge leadership to meet safety standards, drive performance, and optimize staffing and inventory while upholding Great Wolf’s service standards. The role requires strong English communication and a flexible schedule to deliver memorable family experiences.