Guest Service & Sales Agent

Fort Worth, TX, USA|Onsite

Job Overview

Employment Type

Full-time

Part-time

Compensation

Hourly

Exact $15.75

Work Schedule

Flexible

Weekend Shifts

Night Shifts

Benefits

Medical insurance

Dental Insurance

Vision Insurance

Life insurance with HSA

Mental well-being resources

Telehealth resources

401k with employer match

Paid vacation time off

Parental leave

Waterpark passes

Vacation discounts

Job Description

Great Wolf Lodge is a renowned family-friendly resort and indoor water park company known for providing guests with immersive and memorable vacation experiences. The company operates multiple resort locations that combine the excitement of water parks with the comfort of high-quality accommodations and entertainment options. Great Wolf Lodge prides itself on its commitment to exceptional guest service, innovative amenities, and a welcoming atmosphere that appeals to families and travelers of all ages. As a leader in the hospitality and entertainment industry, Great Wolf Lodge emphasizes career growth opportunities, employee well-being, and an inclusive culture that values diversity and teamwork.

The Guest Service & Sales Agent role at Great Wolf Lodge is a dynamic and multifaceted position vital to both guest satisfaction and resort revenue generation. This role is not just about welcoming guests and managing their check-in and check-out logistics; it also centers on actively driving sales through the promotion of suite upgrades, exclusive packages, and various resort features designed to enhance the overall guest experience. This position offers paid employment with a starting wage of $15.75 per hour and includes performance-based incentive opportunities that can add between $2 to $5 per hour, rewarding employees for exceptional service and sales achievements.

In this role, you will be the first and final point of contact for guests, playing a crucial part in shaping their vacation memories and ensuring their satisfaction throughout their stay. The Guest Service & Sales Agent must be skilled at identifying guest needs through proactive conversations, enabling personalized recommendations that improve both the guests' experience and the resort's sales outcomes. The environment is fast-paced and guest-facing, ideal for individuals who enjoy interacting with diverse guests, offering tailored solutions, and working with technology like property management systems, self-service kiosks, and mobile devices.

Great Wolf Lodge supports the growth of its team members by offering comprehensive on-the-job training through Great Wolf University, covering functional and leadership development. Employees benefit from flexible scheduling options, wellness programs, scholarship opportunities, and various employee perks, including discounted vacations and referral incentives. The company strongly advocates for a culture of inclusion, ensuring every team member feels valued and respected in the workplace.

In addition to offering an inviting work environment, the company provides a comprehensive compensation package that includes health, dental, vision, and life insurance, mental wellness resources, a 401K plan with employer match, paid vacation and parental leave, and exclusive perks such as waterpark passes and vacation discounts. This role offers a strong potential for career advancement in resort sales, operations, or guest services leadership for individuals passionate about delivering exceptional service and developing consultative selling skills.

Job Requirements

Flexibility with schedule, including nights, weekends, and holidays
Strong previous customer service and/or sales experience
Successful background check and drug screening
Demonstrated empathy and a genuine desire to serve others
Able to anticipate guest needs and turn moments of service into memorable experiences
Enthusiastic, positive, proactive, and dependable
Strong demonstrated teamwork and communication abilities
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

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
Strong previous customer service and/or sales experience
Demonstrated empathy and a genuine desire to serve others
Enthusiastic, positive, proactive, and dependable
Strong demonstrated teamwork and communication abilities
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

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