Guest Services Supervisor

Mesa, AZ, USA|Onsite

Job Overview

Employment Type

Full-time

Part-time

Compensation

Hourly

Exact $20.00

Work Schedule

Flexible

Weekend Shifts

Night Shifts

Benefits

Wellness Program

Health savings account

Dental Insurance

Referral program

Employee assistance program

401(k) matching

Leadership training provided

Vision Insurance

Parental leave

Life insurance

Health Insurance

Paid parental leave

Paid Time Off

On-the-job training

Job Description

Great Wolf is a leading family-focused resort brand known for offering an immersive and memorable vacation experience that combines water park fun with comfortable lodging and engaging activities for all ages. With a commitment to exceptional guest service and a welcoming environment, Great Wolf operates a network of resorts across North America that emphasize family entertainment and guest satisfaction. The company fosters a vibrant work culture that supports career growth, diversity, and employee well-being, making it an attractive employer for those passionate about hospitality and guest services. Great Wolf offers a variety of employment opportunities including full-time, part-time, and flexible schedules to accommodate a range of needs and lifestyles. The company also invests in employee development with programs such as Great Wolf University for training and leadership development, and offers competitive pay and comprehensive benefits.

The Guest Services Supervisor at Great Wolf plays a vital role in delivering an outstanding guest experience by leading the front desk and lodge operations. This leadership position involves overseeing daily front office activities to ensure seamless service and safety standards. The supervisor supports the guest services team by providing coaching, recognizing achievements, and facilitating communication between guests and staff. This role requires a balance of operational oversight and people management, ensuring that guests enjoy efficient check-in processes and receive timely assistance with any concerns. The Guest Services Supervisor collaborates closely with department leaders to manage staffing, scheduling, and performance, while promoting a positive work environment that values employee engagement and development. Attention to detail is critical, as this role monitors the cleanliness and readiness of front desk and back-of-house areas and ensures adherence to safety regulations. The Guest Services Supervisor may also contribute to recruitment, conflict resolution, and enhancement of the guest service experience through proactive problem-solving and team leadership. Through this hands-on, dynamic role, supervisors support Great Wolf's mission to create joyful experiences, maximize profitability, and uphold the brand's reputation for excellence in hospitality.

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
Experience with Opera or similar system
Previous hotel experience, preferably in a large family resort or hotel

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