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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... Show More
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
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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