Guest Services Supervisor

Minneapolis, MN, USA|Onsite

Job Overview

Employment Type

Full-time

Part-time

Compensation

Hourly

Exact $20.75

Work Schedule

Flexible

Weekend Shifts

Night Shifts

Benefits

Medical insurance

Dental Insurance

Vision Insurance

Health savings account

Telehealth resources

Life insurance

401k with employer match

Paid vacation time off

Paid parental leave

Job Description

Great Wolf Lodge is a renowned family-focused resort and entertainment company that offers a unique and immersive experience for families seeking fun-filled vacations and memorable stays. As a leader in the hospitality and entertainment industry, Great Wolf provides a welcoming environment rich with activities and amenities tailored to guests of all ages. The company operates large indoor waterparks and resorts that combine lodging with recreational facilities, making it a popular destination for families. With a commitment to employee growth, diversity, and community engagement, Great Wolf Lodge provides opportunities for career advancement, comprehensive training programs, and a supportive workplace culture. The company offers full-time, part-time, and flexible schedules to accommodate various employee needs and preferences, ensuring a balanced work-life environment. The pay rate starts at $20.75 per hour, reflecting the company’s dedication to fair compensation alongside other valuable benefits.

The Guest Services Supervisor at Great Wolf plays a pivotal role in delivering exceptional guest experiences by actively overseeing front desk and lodge operations. This leadership position is essential for ensuring operational success, maintaining safety standards, and supporting the guest services team known as the "Pack Members." This role involves supervising daily front office tasks, enhancing check-in processes, coaching team members, and managing daily priorities to foster both guest satisfaction and operational efficiency. The Guest Services Supervisor acts as a liaison between guests and the resort management, addressing concerns, escalating feedback, and helping to develop action plans that improve service quality and employee engagement. This position encourages a culture of recognition and team building, offering opportunities for leadership development through Great Wolf University and other training initiatives. Additionally, the role includes participation in recruitment, scheduling, performance management, and ensuring adherence to safety and compliance programs. Ideal candidates will have customer service experience, proficiency with Microsoft Office, and the ability to work a flexible schedule including nights, weekends, and holidays. Overall, the Guest Services Supervisor is a key figure who champions the values and policies of Great Wolf Lodge, contributing to an environment that joyfully serves families while supporting the professional growth of its team members.

Job Requirements

High school diploma or equivalent experience
Minimum of 1 year prior experience Rooms Division/Front Desk
Experience with Microsoft Office and general software systems
proficiency in Excel, Word and Outlook
Demonstrated customer service, conflict resolution, employee engagement, retention and team building skills
Proficient in both written and spoken English
Ability to work flexible schedule including nights, weekends, holidays as needed

Job Qualifications

High school diploma or equivalent experience
Minimum of 1 year prior experience Rooms Division/Front Desk
Experience with Microsoft Office and general software systems
proficiency in Excel, Word and Outlook
Demonstrated customer service, conflict resolution, employee engagement, retention and team building skills
Proficient in both written and spoken English
Ability to work flexible schedule including nights, weekends, holidays as needed
Associate's degree or higher in hospitality or related field preferred
Experience with Opera or similar system preferred
Previous hotel experience, preferably in a large family resort or hotel preferred

Job Duties

Supervises daily front office operations to ensure successful execution of all lodge safety and service standards and completion of daily tasks and assignments
Ensures daily success of check-in standards and operational efficiencies
Provides coaching, encouragement, and recognition to pack members regularly
Understands and champions Great Wolf policies and procedures, and collaborates with Department and Lodge leadership in performance management of the department and its Pack Members
Responds to questions or guest concerns and escalates pack/guest feedback to leadership as appropriate
Ensures the completion and proper communication/escalation of guest requests and other concerns to the appropriate department
Understands and participates in scheduling of staff, execution of labor management and forecasting
Conducts daily stand up meetings with Guest Service pack to prioritize the day and facilitates feedback from Pack Members
Monitors performance of agents, providing real time feedback and coaching
Ensures front desk, back of house areas, and luggage carts are clean, organized, and properly stocked for the daily operations
ensures safety standards are met
Participates in recruitment and selection of talent for the guest service team
Partners with department leaders to develop and execute action plans related to guest service and Pack Member engagement measured through NPS and eNPS
Participates with Guest Services leadership in pack performance management including
employee reviews, corrective action, investigations, conflict resolution, etc.
Maintains quality of operation by ensuring service excellence, ensuring adequate inventory levels, and operational equipment by troubleshooting, maintenance, and/or calling for repair
Assists in developing, implementing, and monitoring programs ensuring a safe facility that complies with all appropriate regulations-Ergonomics, Emergency Responses, Injury and Illness Prevention, and Hazard Communications Programs
May also assist in supervising bell, valet and night audit and other roles as needed