Retail Operations Manager

5 days ago


Scottsdale, Arizona, United States Great Wolf Lodge Full time
Job Title: Retail & Attractions Supervisor

Job Summary:

The Retail & Attractions Supervisor is a critical role at Great Wolf Lodge, responsible for overseeing the daily operations of retail and attractions. This leader will ensure the successful execution of all lodge safety and service standards, while also providing coaching and recognition to team members. The ideal candidate will have a strong background in retail and hospitality, with excellent customer service and conflict resolution skills.

Key Responsibilities:

  • Supervise daily retail and attractions operations, ensuring compliance with safety standards and completion of daily tasks and assignments.
  • Provide coaching, encouragement, and recognition to team members regularly.
  • Understand and champion Great Wolf policies and procedures, collaborating with department and lodge leadership in performance management.
  • Respond to guest concerns and escalate feedback to leadership as necessary.
  • Ensure the completion and proper communication of guest requests and concerns.
  • Participate in scheduling, labor management, and forecasting.
  • Conduct daily stand-up meetings with team members to prioritize the day and facilitate feedback.
  • Monitor performance and provide real-time feedback and coaching.
  • Ensure retail outlets and attractions are organized and properly stocked for daily operations.
  • 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.
  • Participate in pack performance management, including employee reviews, corrective action, and conflict resolution.
  • Maintain quality operations by ensuring service excellence, adequate inventory levels, and equipment maintenance.
  • Assist in developing and implementing programs ensuring a safe facility that complies with regulations.

Requirements:

  • High School diploma or GED.
  • Minimum of 1 year previous experience in retail.
  • 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, and holidays as needed.

Preferred Qualifications:

  • Associate's degree or higher in hospitality or 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.

Equal Opportunity Employer:

Great Wolf Lodge is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity and promotes equal opportunities for all employees and applicants.


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