Guest Services Supervisor

2 weeks ago


Grapevine, Texas, United States Great Wolf Lodge Full time

Job Summary:

The Guest Services Supervisor is a critical leadership role at Great Wolf Lodge, responsible for executing 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.
  • 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 guest concerns and escalate feedback to leadership as appropriate.
  • Ensure completion and proper communication/escalation of guest requests and other concerns to the appropriate department.
  • 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 facilitate 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 daily operations; ensure 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.
  • 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.

Preferred Qualifications:

  • 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.

Physical Requirements:

  • Ability to lift 30lbs.
  • Ability to stand/sit for long periods of time.
  • Ability to bend, stretch and twist.


  • 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...


  • Grapevine, Texas, United States Great Wolf Resorts Full time

    Job DescriptionPay: $0 per hour At Great Wolf, the Guest Services Supervisor brings joy to families through active involvement in daily front desk and lodge operations. This leadership role is critical in executing on business requirements, supporting the guest services team, and interacting with guest and pack members to enhance their experience and...


  • Grapevine, Texas, United States Great Wolf Lodge Full time

    Position Overview:As an Event Services Supervisor at Great Wolf Lodge, you will play a pivotal role in ensuring exceptional experiences for our event and meeting attendees. Your responsibilities will include:Guest Satisfaction: Ensure the overall satisfaction of guests attending events and meetings.Team Leadership: Oversee and guide a dedicated team of...


  • Grapevine, Texas, United States Marriott International, Inc Full time

    Job SummaryWe are seeking a highly organized and detail-oriented Event Operations Specialist to join our team at Marriott International, Inc. As a key member of our events team, you will be responsible for coordinating the operation of all special events and leisure experiences.Key ResponsibilitiesAssist in coordinating the setup, execution, and teardown of...


  • Grapevine, Texas, United States Quorum Hotels Full time

    Job Summary:We are seeking a highly motivated and detail-oriented Housekeeping Associate to join our team at Quorum Hotels. As a Room Attendant, you will play a critical role in maintaining the cleanliness and comfort of our guest rooms.Key Responsibilities:Room Preparation: Thoroughly clean and restock guest rooms, ensuring they are ready for occupancy.Cart...


  • Grapevine, Texas, United States Great Wolf Lodge Full time

    Compensation: $0 per hour At Great Wolf Lodge, the Event Service Supervisor is tasked with ensuring the complete satisfaction of guests attending events and meetings. This role involves overseeing a team responsible for banquet setup and service, delivering food and beverages to guests, and managing orders when additional staff is unavailable.We are hiring...


  • Grapevine, Texas, United States Marriott Full time

    Job SummaryWe are seeking a highly motivated Guest Service Support Expert to join our Food and Beverage team at Gaylord Texan Resort & Convention Center. As a key member of our team, you will play a vital role in ensuring the smooth operation of our food and beverage services.Key ResponsibilitiesProvide exceptional guest service and support to our food and...


  • Grapevine, Texas, United States Great Wolf Lodge Full time

    At Great Wolf Lodge, we are seeking a Retail Operations Supervisor to oversee our retail and attractions departments. In this role, you will be instrumental in ensuring efficient operations while delivering exceptional guest service.Key Responsibilities:Overseeing daily operations of retail and attractions to uphold safety and service excellenceMentoring and...


  • Grapevine, Texas, United States Great Wolf Lodge Full time

    At Great Wolf Lodge, we are seeking a Retail Operations Supervisor to oversee our retail and attractions departments. In this pivotal role, you will ensure the efficient functioning of these areas while delivering exceptional experiences for our guests.Key Responsibilities:Overseeing daily operations in retail and attractions to uphold safety and service...


  • Grapevine, Texas, United States Great Wolf Lodge Full time

    At Great Wolf Lodge, we are seeking a Retail Operations Supervisor to oversee our retail and attractions departments. In this pivotal role, you will ensure the efficient functioning of our retail spaces and attractions while delivering exceptional experiences for our guests.Key Responsibilities:Managing daily operations of retail and attractions to uphold...


  • Grapevine, Texas, United States Marriott Full time

    Join Our Team as a Guest Service Support ExpertAt Marriott Hotels, we are dedicated to providing exceptional service to our guests. With over 6,000 properties worldwide, we offer a unique opportunity to be part of a dynamic team that values personal connections.Your Role: As a Guest Service Support Expert, you will play a crucial role in enhancing the guest...

  • Guest Room Attendant

    2 weeks ago


    Grapevine, Texas, United States Atrium Hospitality Full time

    Position: Housekeeping Room AttendantCompany: Atrium HospitalityOverview: Join our dedicated team as a Housekeeping Room Attendant, where your role is essential in maintaining the cleanliness and comfort of our guest accommodations. We pride ourselves on delivering exceptional service and creating a welcoming environment for all visitors.Key...


  • Grapevine, Texas, United States Great Wolf Lodge Full time

    Job Summary:The Housekeeping Supervisor - Operations Manager at Great Wolf Lodge is a key leadership role responsible for driving front-line efficiency and effectiveness in the Housekeeping department. This position plays a critical part in selecting, training, staffing, and coaching front-line staff to ensure the safety, quality, and timeliness standards of...


  • Grapevine, Texas, United States Worldwide Flight Services, Inc. Full time

    About Worldwide Flight Services, Inc. As a key player in the aviation sector, we are dedicated to ensuring the efficient management of cargo transport, passenger luggage, and timely flight operations while maintaining the highest standards of safety and security. Responsibilities: Oversee ramp operations to guarantee the smooth handling of aircraft and...


  • Grapevine, Texas, United States Marriott International Inc Full time

    Job SummaryAs a vital member of our food and beverage team, you will be responsible for setting up and serving at various banquet events. Your role includes preparing coffee breaks, carts, and stations with the necessary food and beverages as specified in the Banquet Event Order. You will also prepare tables, action stations, buffets, service carts, dessert...


  • Grapevine, Texas, United States Great Wolf Resorts Full time

    Job DescriptionPay: $18.75 per hour At Great Wolf, the Retail and Attractions Supervisor brings joy to families through involvement in daily retail and attractions operations. This leadership role is critical in executing on business requirements, supporting the retail and attractions team, and interacting with guest and pack members to enhance their...


  • Grapevine, Texas, United States Aimbridge Hospitality Full time

    Job SummaryThe Housekeeping Assistant Supervisor is a key member of the hotel's housekeeping team, responsible for overseeing the daily operations of the department. This role requires a high level of attention to detail, excellent communication skills, and the ability to work effectively in a fast-paced environment.ResponsibilitiesInspect Guest Rooms:...


  • Grapevine, Texas, United States Asbury Automotive Full time

    Automotive Parts SupervisorAbout Us:Asbury Automotive Group is a leading player in the automotive retail industry, recognized for our innovative approach and commitment to excellence. Our culture is built on core values that emphasize teamwork, guest satisfaction, and personal growth.Role Overview:The Automotive Parts Supervisor is pivotal in managing the...


  • Grapevine, Texas, United States Whitlock Building Services, LLC Full time

    Reports to: President and CEOFLSA Status: ExemptPosition Overview: The Facility Operations Supervisor is responsible for managing various client accounts, overseeing the activities of personnel involved in the upkeep and maintenance of office spaces, as well as other commercial or institutional facilities. This role entails managing multiple job...


  • Grapevine, Texas, United States Way Mechanical Full time

    Job OverviewWay Mechanical is a leading mechanical contractor seeking an experienced Service HVAC Field Supervisor to lead our team of skilled technicians. As a key member of our service team, you will be responsible for overseeing the performance of our technicians, ensuring the highest quality and most effective service delivery possible.Key...