Lodge Operations Coordinator

5 days ago

Grapevine, Texas, United States Great Wolf Lodge Full time

Compensation: $0 per hour

At Great Wolf Lodge, the Lodge Operations Coordinator plays a vital role in enhancing guest experiences through active engagement in daily front desk and lodge management. This supervisory position is essential for fulfilling business objectives, guiding the guest services team, and interacting with guests and team members to elevate their experience and optimize profitability.

Key Responsibilities

  • Oversees daily front office functions to guarantee the effective implementation of all lodge safety protocols and service standards, along with the completion of daily tasks and assignments.
  • Ensures the successful execution of check-in procedures and operational efficiencies on a daily basis.
  • Provides mentorship, motivation, and recognition to team members consistently.
  • Comprehends and advocates for Great Wolf policies and procedures, collaborating with departmental and lodge leadership in managing team performance.
  • Addressees inquiries or guest issues and escalates feedback to leadership as necessary.
  • Ensures the timely completion and proper communication of guest requests and concerns to the relevant department.
  • Participates in staff scheduling, labor management, and forecasting activities.
  • Conducts daily briefings with the guest services team to prioritize tasks and facilitate feedback from team members.
  • Monitors team performance, providing immediate feedback and coaching.
  • Ensures cleanliness, organization, and proper stocking of front desk, back-of-house areas, and luggage carts for daily operations, while adhering to safety standards.
  • Involved in the recruitment and selection process for the guest services team.
  • Collaborates with department leaders to develop and implement action plans focused on guest service and team member engagement, measured through relevant metrics.
  • Engages with guest services leadership in team performance management, including employee evaluations, corrective actions, investigations, and conflict resolution.
  • Maintains operational quality by ensuring service excellence, adequate inventory levels, and operational equipment functionality through troubleshooting and maintenance.
  • Aids in the development, implementation, and monitoring of programs to ensure a safe facility that complies with all relevant regulations.
  • May also assist in supervising bell, valet, night audit, and other roles as required.

Basic Qualifications & Skills

  • High School diploma or GED.
  • Minimum of 1 year of prior experience in Rooms Division/Front Desk.
  • Familiarity with Microsoft Office and general software systems; proficiency in Excel, Word, and Outlook.
  • Demonstrated skills in customer service, conflict resolution, employee engagement, retention, and team building.
  • Proficient in both written and spoken English.
  • Ability to work a flexible schedule, including nights, weekends, and holidays as needed.

Desired Qualifications & Traits

  • Associate's degree or higher in hospitality or a related field.
  • Experience with Opera or similar systems.
  • Previous hotel experience, preferably in a large family resort or hotel setting.

Physical Requirements

  • Ability to lift up to 30 lbs.
  • Ability to stand or sit for extended periods.
  • Ability to bend, stretch, and twist as needed.

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