Retail Operations Manager

2 weeks ago

Grapevine, Texas, United States Great Wolf Lodge Full time
Job Summary

As a Retail & Attractions Supervisor at Great Wolf Lodge, you will play a critical role in delivering exceptional guest experiences through the successful execution of retail and attractions operations. This leadership position requires a strong focus on business requirements, team support, and guest interaction to drive profitability and enhance the overall guest experience.

Key Responsibilities
  • Supervise daily retail and attractions operations, ensuring adherence to lodge safety and service standards.
  • Provide coaching, encouragement, and recognition to team members to foster a positive and productive work environment.
  • Collaborate with department and lodge leadership to champion Great Wolf policies and procedures, and participate in performance management of the department and its team members.
  • Respond to guest inquiries and concerns, escalating feedback to leadership as necessary.
  • Ensure the completion and proper communication of guest requests and concerns to the appropriate department.
  • Participate in scheduling, labor management, and forecasting to optimize team performance.
  • Conduct daily stand-up meetings with retail and attractions team members to prioritize tasks and facilitate feedback.
  • Monitor team performance, providing real-time feedback and coaching to drive improvement.
  • Ensure retail outlets and attractions are organized and properly stocked for daily operations, adhering to safety standards.
  • Participate in recruitment and selection of talent for retail and attractions.
  • Partner with department leaders to develop and execute action plans related to guest service and team engagement, measured through NPS and eNPS.
  • Participate in pack performance management, including employee reviews, corrective action, investigations, conflict resolution, and more.
  • Maintain a high-quality operation by ensuring service excellence, adequate inventory levels, and equipment maintenance.
  • Assist in developing, implementing, and monitoring programs to ensure a safe facility that complies with all relevant regulations.
Requirements
  • High School diploma or GED.
  • Minimum 1 year of previous experience in retail.
  • Proficiency in Microsoft Office and general software systems, with a strong focus on 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 schedules, including nights, weekends, and holidays as needed.
Preferred Qualifications
  • Associate's degree or higher in hospitality or a related field.
  • Experience in a previous retail or hospitality leadership role.
  • Previous hotel experience, preferably in a large family resort or hotel.
Physical Requirements
  • Ability to lift 30lbs.
  • Ability to stand, sit, and walk for long periods of time.
  • Ability to bend, stretch, and twist.

Great Wolf Lodge is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees and applicants.

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