Guest Services Supervisor

Charlotte, NC, USA|Onsite

Job Overview

Employment Type

Full-time

Part-time

Compensation

Hourly

Exact $18.00

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 leading family entertainment resort that combines accommodations with an expansive indoor water park and a wide array of activities designed to bring joy and memorable experiences to families. The resort features a welcoming and immersive environment perfect for family vacations, providing guests of all ages with fun, comfort, and exceptional service. Known for its dedication to creating magical moments, Great Wolf Lodge offers employment opportunities that support a collaborative and inclusive culture. The company fosters career growth through professional development, cross-training, and educational programs such as Great Wolf University, aimed at building expertise in customer service, leadership, and operational excellence. Employees benefit from a holistic wellness program, flexible scheduling, and a supportive work environment inclusive of diverse backgrounds and perspectives.

The Guest Services Supervisor position at Great Wolf Lodge plays a pivotal role in managing front desk and lodge operations to ensure an outstanding guest experience. This leadership role demands active involvement in daily activities alongside the guest services team, guiding and coaching Pack Members to uphold high service standards. The Guest Services Supervisor is responsible for setting daily operational priorities, overseeing check-in and overall front office functions, and maintaining safety and organizational standards. This role collaborates closely with department and lodge leadership to support performance management, recruitment, and talent development within the team.

Working as a Guest Services Supervisor offers flexible scheduling options including full-time, part-time, and flexible hours, making it an attractive opportunity for those seeking work-life balance. The position offers a competitive hourly pay rate starting at $18, alongside comprehensive benefits such as medical, dental, and vision insurance, health savings account, telehealth resources, life insurance, 401K with employer match, paid vacation, and parental leave. Prospective candidates are encouraged to join a vibrant team dedicated to delivering exceptional guest service within a family-friendly resort setting. The role is essential in ensuring operational success, guest satisfaction, and employee engagement, thereby directly contributing to Great Wolf Lodge’s reputation and profitability.

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