Guest Services Supervisor

2 months ago

Grapevine, Texas, United States Great Wolf Lodge Full time

About the Role:

The Guest Services Supervisor at Great Wolf Lodge is a critical leadership position that brings joy to families through active involvement in daily front desk and lodge operations. This role is essential in executing on business requirements, supporting the guest services team, and interacting with guests and pack members to enhance their experience and maximize profitability.

Key Responsibilities:

  • Supervise daily front office operations to ensure successful execution of all lodge safety and service standards and completion of daily tasks and assignments.
  • Ensure daily success of check-in standards and operational efficiencies.
  • Provide coaching, encouragement, and recognition to pack members regularly.
  • Understand and champion Great Wolf policies and procedures, and collaborate with Department and Lodge leadership in performance management of the department and its Pack Members.
  • Respond to questions or guest concerns and escalate pack/guest feedback to leadership as appropriate.
  • Ensure the completion and proper communication/escalation of guest requests and other concerns to the appropriate department.
  • Understand and participate in scheduling of staff, execution of labor management and forecasting.
  • Conduct daily stand up meetings with Guest Service pack to prioritize the day and facilitates feedback from Pack Members.
  • Monitor performance of agents, providing real time feedback and coaching.
  • Ensure front desk, back of house areas, and luggage carts are clean, organized, and properly stocked for the daily operations; ensures safety standards are met.
  • Participate in recruitment and selection of talent for the guest service team.
  • Partner with department leaders to develop and execute action plans related to guest service and Pack Member engagement measured through NPS and eNPS.
  • Participate with Guest Services leadership in pack performance management including; employee reviews, corrective action, investigations, conflict resolution, etc.
  • Maintain quality of operation by ensuring service excellence, ensuring adequate inventory levels, and operational equipment by troubleshooting, maintenance, and/or calling for repair.
  • Assist 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.

Requirements:

  • High School diploma or GED.
  • 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.

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