Guest Service & Sales Agent

Southlake, TX, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Exact $14.75

Work Schedule

Flexible

Weekend Shifts

Night Shifts

Benefits

Medical insurance

Dental Insurance

Vision Insurance

Life insurance

401k with employer match

Paid vacation time off

Parental leave

Mental well-being resources

Telehealth resources

Waterpark passes

Vacation discounts

employee referral incentives

Great Wolf scholarship program

flexible scheduling

Employee assistance program

Job Description

Great Wolf Lodge is a renowned hospitality company specializing in family-friendly resort experiences centered around its indoor waterparks and unique entertainment offerings. Established as a leader in the leisure and hospitality industry, Great Wolf Lodge operates a nationwide chain of resorts that prioritize guest enjoyment, memorable experiences, and exceptional customer service. With a commitment to delivering comprehensive family vacations, the company creates a vibrant and welcoming environment where guests of all ages can relax, play, and connect. Great Wolf Lodge emphasizes career growth, diversity, inclusion, and employee development, making it an employer of choice for those seeking both a fun and professionally rewarding work atmosphere.

The Guest Service & Sales Agent position at Great Wolf Lodge is a dynamic, guest-facing role that combines traditional front desk responsibilities with proactive sales initiatives. This position is pivotal in shaping the guests' first and last impressions of the resort. Unlike typical front desk jobs, this role actively involves driving revenue by promoting suite upgrades, exclusive packages, and resort features that elevate the guest experience. Candidates who excel in fast-paced environments, enjoy meaningful interactions with guests, and possess natural sales acumen will thrive in this role. The position offers hourly pay starting at $14.75 with substantial incentive opportunities ranging from $2 to $5 per hour, tied to performance, allowing employees to maximize their earnings.

Working at Great Wolf Lodge provides access to a comprehensive benefits package including medical, dental, and vision insurance, life insurance with an HSA, 401K with employer match, paid vacation and parental leave, mental well-being resources, telehealth services, employee scholarships, and discounts on vacations and waterpark passes. The company promotes a culture where diversity and inclusion are celebrated, and employees are supported through flexible scheduling, wellness programs, and employee assistance resources. Access to Great Wolf University provides onboarding and ongoing training in leadership and sales, preparing employees for advancement within the company.

This position invites individuals who demonstrate empathy, excellent communication skills, multitasking abilities, and enthusiasm for delivering customer-centered service. The Guest Service & Sales Agent ensures accuracy in billing, guest identity verification, and maintaining guest records while fostering an inviting and organized lobby atmosphere. This role demands interaction with various departments to promptly address guest needs and feedback. Physical requirements include standing or sitting for extended periods, ability to lift up to 30 pounds, and working comfortably in a lively environment. Overall, this career path offers substantial growth potential for those passionate about hospitality, guest satisfaction, and sales excellence.

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
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