Guest Services Supervisor-Great Wolf Lodge

Traverse City, MI
December 29, 2024
Full Time
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Average Pay*: $18 - $22
*average hourly rate for this position in your area
Deadline date:
$20 - $20

Job Description

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Job Title: Guest Services Supervisor

Company: Great Wolf Lodge

Location: Traverse City, MI

Pay: $19.75 per hour

AI Pay Analysis: As of October 2023, an hourly rate of $19.75 for a Guest Services Supervisor in Traverse City, MI, is somewhat below the national average for this role, which typically ranges from $20 to $25 per hour, depending on experience and specific job responsibilities. While the cost of living in Traverse City is lower than in many larger urban areas, the pay does not fully align with the expectations for supervisory positions that often require handling customer service, staff management, and operational responsibilities. To be competitive and attract quality candidates, it may be advisable for employers in the area to consider increasing the wage to better match industry standards.

Job description:

Pay: $19.75 per hour

At Great Wolf, the Guest Services Supervisor plays an essential role in creating memorable experiences for families through active engagement in front desk and lodge operations. This leadership position is crucial for the successful implementation of business objectives, support for the guest services team, and meaningful interactions with both guests and pack members, all aimed at enhancing the overall experience and maximizing profitability.

We are hiring immediately for full-time, part-time, and flexible scheduling opportunities.

Join our Pack:

  • Career Advancement: We provide an excellent environment to start or further your career, featuring cross-training, a scholarship fund, and talent development programs at all levels.

  • Valuable Perks: Enjoy exclusive benefits for you, your family, and friends, including discounted vacations and employee referral incentives.

  • Learn While You Earn: Access Great Wolf University for comprehensive on-the-job training, as well as functional and leadership training sessions.

  • Well-Being Focus: Benefit from flexible scheduling, a holistic wellness program, and support services through our Employee Assistance Program and Employee Relief Fund.

  • Celebrate Diversity: Join a team that values diversity and inclusion, fostering an environment where every individual feels welcome and acknowledged.

Benefits:

  • Medical, Dental, and Vision Insurance
  • Health Savings Account
  • Telehealth Resources
  • Life Insurance
  • 401K with Employer Match
  • Paid Vacation Time Off
  • Paid Parental Leave

Essential Duties & Responsibilities:

  • Supervise daily front office operations to ensure compliance with all lodge safety and service standards, and oversee the completion of daily tasks and assignments.
  • Ensure the successful execution of check-in standards and operational efficiency.
  • Provide regular coaching, encouragement, and recognition to pack members.
  • Advocate for Great Wolf policies and procedures, and collaborate with departmental and lodge leadership for performance management of the team.
  • Address guest inquiries or concerns, escalating feedback as necessary.
  • Ensure prompt completion and communication of guest requests to the relevant departments.
  • Participate in staff scheduling, labor management, and forecasting.
  • Conduct daily meetings with the Guest Service team to prioritize tasks and gather feedback.
  • Monitor the performance of team members and provide real-time feedback and coaching.
  • Ensure cleanliness, organization, and safety compliance of the front desk and back-of-house areas.
  • Participate in the recruitment and selection process for the guest service team.
  • Collaborate with department leaders to create action plans focused on guest service and Pack Member engagement, as measured through NPS and eNPS.
  • Involve in performance management activities, including employee reviews, corrective actions, and conflict resolution.
  • Maintain operational quality by ensuring service consistency and adequate inventory levels.
  • Assist in developing and monitoring safety compliance programs.
  • Supervise additional roles, such as bell, valet, and night audit, as needed.

Basic Qualifications & Skills:

  • High School diploma or GED.
  • Minimum of 1 year of prior experience in Rooms Division/Front Desk.
  • Proficiency in Microsoft Office and general software systems; skilled in Excel, Word, and Outlook.
  • Proven customer service, conflict resolution, employee engagement, and team-building skills.
  • Strong written and verbal communication skills in English.
  • Flexibility to work nights, weekends, and holidays as required.

Desired Qualifications & Traits:

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

Physical Requirements:

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

Application Instructions:

To apply, click on "Apply Now" or engage with a recruiter via the chat feature on Great Wolf’s website. After submitting a brief application, all qualified candidates will be promptly invited to schedule an interview or join an upcoming hiring event.

Great Wolf Lodge is an Equal Opportunity Employer committed to diversity. We do not discriminate against individuals based on protected characteristics, and we encourage inquiries about compensation as a part of our commitment to transparency.

Job Posting Date: Wed, 18 Dec 2024 07:56:48 GMT

Apply now!

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