Guest Service & Sales Agent

Deer Park, TX, USA|Onsite

Job Overview

Employment Type

Full-time

Part-time

Hourly

Compensation

Hourly

Exact $16.00

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 renowned family-friendly resort and waterpark chain dedicated to providing memorable vacation experiences for guests of all ages. The company operates large indoor water parks combined with rustic lodge accommodations, offering a unique and immersive environment for families to relax, have fun, and create lasting memories. Known for its outstanding guest service, exciting activities, and commitment to safety and customer satisfaction, Great Wolf Lodge continuously strives to exceed expectations in the hospitality industry.

The Guest Service & Sales Agent role at Great Wolf Lodge is a hybrid position that extends beyond traditional front desk responsibilities. This role serves as both the welcoming face and final point of contact for guests during their stay, while playing an integral role in driving resort revenue through consultative sales techniques. Agents actively engage guests to promote suite upgrades, exclusive resort packages, and various lodge offerings designed to enhance the overall guest experience. This position is perfect for individuals who thrive in fast-paced, guest-facing environments and have a passion for providing exceptional service while also excelling in sales.

Employees in this role receive a base pay of $16 per hour with opportunities to earn additional performance-based incentives ranging between $2 and $5 per hour. This compensation structure rewards those who effectively combine attentive guest service with proactive sales efforts, directly impacting both guest satisfaction and revenue growth.

Working as a Guest Service & Sales Agent offers many career development opportunities. Team members can grow their hospitality expertise through Great Wolf University, gaining skills in consultative selling, guest relations, technology use, and leadership training. The role prepares motivated individuals for potential advancement into higher earning sales, operations, and guest services leadership positions within the resort.

The lodge also emphasizes employee well-being with flexible schedules, holistic wellness programs, and access to resources such as mental health support and employee assistance programs. Great Wolf Lodge fosters a workplace culture that values diversity, inclusion, and respect to ensure all employees feel welcome and valued.

Additional perks include discounted vacations, employee referral bonuses, waterpark passes, and a scholarship program to assist with further education. The lodge underscores its commitment to work-life balance by offering paid time off, parental leave, and other comprehensive benefits including medical, dental, vision, life insurance, and a 401(k) retirement plan with employer match.

Overall, the Guest Service & Sales Agent position at Great Wolf Lodge represents an exciting opportunity for individuals seeking to combine guest service excellence with sales acumen in a vibrant, supportive resort environment. Those who excel in this role can maximize their earnings, build a rewarding hospitality career, and contribute to creating unforgettable 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
Strong previous customer service 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