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Job Overview
Employment Type
Full-time
Part-time
Compensation
Hourly
Exact $22.00
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 Resorts is a renowned family-friendly chain of indoor water park resorts that focus on providing memorable experiences for families through entertainment, hospitality, and themed accommodations. Known for its immersive themed environments and commitment to guest satisfaction, Great Wolf Resorts prioritize both fun and comfort, inviting guests to create lasting memories in a safe and welcoming atmosphere. The company is dedicated to fostering an inclusive culture where diversity is celebrated and employees are empowered to grow and succeed. They offer a wide range of benefits, flexible scheduling, and a supportive work environment.
The Guest Services Supervisor ... Show More
The Guest Services Supervisor ... 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 is preferred
- Experience with Opera or similar system is a plus
- 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
- 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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