Guest Service & Sales Agent

Mesa, AZ, USA|Onsite

Job Overview

Employment Type

Temporary

Full-time

Part-time

Hourly

Compensation

Hourly

Exact $16.50

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

employee referral incentives

scholarship program

Job Description

Great Wolf Lodge is a leading family-friendly resort company renowned for its indoor water parks and immersive guest experiences across North America. The company specializes in providing memorable vacations filled with adventure, relaxation, and entertainment tailored to guests of all ages. Operating numerous large-scale resorts, Great Wolf Lodge emphasizes exceptional guest service, innovative amenities, and a commitment to creating a welcoming and inclusive atmosphere. Recognized for its dynamic culture and dedication to employee growth, Great Wolf Lodge offers comprehensive training and career advancement opportunities, making it an attractive employer within the hospitality industry.

The Guest Service & Sales Agent role at Great Wolf Lodge is pivotal in delivering outstanding guest experiences while simultaneously driving revenue growth through consultative sales practices. This hybrid position involves more than typical front desk responsibilities such as check-in and check-out; it includes the proactive promotion of suite upgrades, exclusive packages, and resort features that elevate the guest stay. Agents leverage their interpersonal skills to understand guest preferences, effectively tailor recommendations, and build rapport that translates into enhanced guest satisfaction and increased sales. Because incentive pay is tied to performance, this role offers the opportunity to boost earnings significantly through excellent service and sales acumen.

Ideal candidates are those who thrive in a fast-paced, guest-facing environment and aspire to develop advanced consultative sales skills and a deep understanding of hospitality operations. By joining Great Wolf Lodge as a Guest Service & Sales Agent, individuals embark on a hospitality career path with potential growth into high-earning roles in resort sales, operations, or leadership. Beyond competitive pay, the company offers a range of perks including employee referral incentives, discounted vacations, and access to extensive training through Great Wolf University. Emphasis is also placed on well-being, diversity, and inclusion, which fosters a supportive work environment where all team members feel valued and equipped to succeed.

This role requires flexibility in scheduling, a compassionate attitude, and the ability to multitask effectively while maintaining a high standard of service. The position is not only a gateway to enhancing guest experiences but also a platform to develop technical proficiencies with mobile devices, property management systems, and self-service kiosks, enabling agents to deliver seamless, tech-savvy guest interactions. If you are enthusiastic, dependable, and enjoy creating memorable moments for guests while driving meaningful revenue impact, Great Wolf Lodge invites you to apply and grow with their Pack.

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
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 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