Guest Service & Sales Agent

Bloomington, MN, USA|Onsite

Job Overview

Employment Type

Full-time

Part-time

Compensation

Hourly

Exact $16.75

Work Schedule

Flexible

Weekend Shifts

Night Shifts

Benefits

Medical insurance

Dental Insurance

Vision Insurance

Life insurance

Mental well-being resources

Telehealth resources

401k with employer match

Paid vacation time off

Parental leave

Waterpark passes

Vacation discounts

employee referral incentives

scholarship program

Job Description

Great Wolf Lodge is a prominent hospitality company known for its family-friendly indoor water park resorts. The company is dedicated to providing memorable vacation experiences coupled with excellent guest services across its various locations. As a leader in the resort and hospitality industry, Great Wolf Lodge merges fun, adventure, and comfort, creating an engaging environment for guests of all ages. Their resorts are designed not just as places to stay but as immersive destinations filled with entertainment, dining, and relaxation opportunities, making it a preferred choice for family vacations and leisure travel.

The Guest Service & Sales Agent role at Great Wolf Lodge offers an exciting opportunity for individuals passionate about hospitality and sales to grow their careers within a dynamic and supportive environment. This position is full-time, hourly, starting at $16.75 per hour with additional incentive opportunities ranging between $2 to $5 per hour based on performance. The Guest Service & Sales Agent serves as both the first and final point of contact for guests, playing a crucial role in creating a positive and lasting impression. Beyond traditional reception duties like checking guests in and out, this role actively promotes suite upgrades, exclusive resort packages, and other experiential offerings to enhance guest stays and contribute to the lodge's revenue goals.

This dual-focused role requires a balance of outstanding customer service and consultative sales skills. The ideal candidate is adept at engaging guests, understanding their preferences, and recommending tailored experiences that not only improve guest satisfaction but also boost sales performance. Working in a fast-paced, technology-enabled environment, the Guest Service & Sales Agent uses front desk software, mobile devices, and self-service kiosks to deliver seamless service. The position emphasizes personal growth opportunities through access to Great Wolf University for ongoing training and development, creating career pathways in resort operations, sales, or leadership.

Joining the Pack means benefiting from a positive workplace culture that values diversity, inclusion, and employee well-being. Perks include family-friendly vacation discounts, wellness programs, flexible scheduling, and a comprehensive benefits package featuring medical, dental, vision, life insurance, 401K with employer match, and paid time off. By focusing on empathy, proactive service, and teamwork, a Guest Service & Sales Agent at Great Wolf Lodge can build a rewarding and successful career while delivering exceptional guest experiences.

Job Requirements

Flexibility with schedule, including nights, weekends, and holidays
Successful background check and drug screening
Ability to stand and/or sit for extended periods and to walk, bend, reach, and stoop regularly during a shift
Capable of lifting up to 30 lbs
Comfortable working in a busy, loud, and guest-facing environment with frequent distractions
Ability to speak clearly, listen and respond attentively in a dynamic, fast-paced setting

Job Qualifications

High school diploma or equivalent
Strong consultative selling skills with the ability to tailor recommendations in real-time
Able to effectively upsell and cross-sell resort offerings
Demonstrated empathy and a genuine desire to serve others
Strong previous customer service and/or sales experience
Demonstrated multitasking and prioritization skills in a fast-paced environment
Experience or ability to learn using mobile technology, front desk software, and self-service kiosks
Strong demonstrated teamwork and communication abilities
Enthusiastic, positive, proactive, and dependable

Job Duties

Welcome and assist guests with check-in and check-out processes using property management systems
Actively boost revenue by confidently promoting lodge offerings and upgrades through consultative, service-driven selling
Engage guests in proactive conversations that uncover hidden needs, leading to add-on experiences and stronger satisfaction
Respond to guest inquiries and special requests with warmth, accuracy, and a concierge-level approach to service
Leverage mobile devices, self-service kiosks, and property software to deliver seamless, tech-enabled guest experiences
Accurately verify guest identity, process secure payments, and manage billing with precision
Maintain accurate records of guest stays, room assignments, and transactions
Handle lost-and-found items with care and efficiency, ensuring proper documentation and guest follow-up
Communicate guest needs and feedback to appropriate departments for timely resolution
Keep the front desk and lobby area clean, organized, and welcoming to create a positive first and lasting impression
Offer knowledgeable guidance on resort amenities, local attractions, and directions to help guests make the most of their stay