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Job Overview
Employment Type
Full-time
Part-time
Compensation
Hourly
Exact $20.75
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 entertainment company specializing in indoor water park resorts across North America. Known for providing memorable, high-quality guest experiences, Great Wolf offers a fun and dynamic environment where families come to create lasting memories. The company places a strong emphasis on guest satisfaction, safety, and employee growth, fostering a supportive and engaging workplace culture. Great Wolf is committed to diversity, equity, and inclusion, offering a welcoming environment for all employees and guests alike. They are currently hiring for the position of Guest Services Supervisor with opportunities for full-time, part-time, and flexible scheduling, reflecting their commitment... 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 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
- 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
- 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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