Guest Services Supervisor-Great Wolf Lodge

Job Description

Job Title: Guest Services Supervisor

Company: Great Wolf Lodge

Location: Traverse City, MI

Pay: $19.75 per hour

AI Pay Analysis: The hourly rate of $19.75 for a “Guest Services Supervisor” in Traverse City, MI, is somewhat competitive, though it may vary depending on the specific requirements of the role and the employer. As of recent data, the average hourly wage for similar positions in Michigan generally falls between $18 to $25, with variations based on experience, the size of the organization, and the complexity of the role. Considering Traverse City is a popular tourist destination, competitive pay can be essential for attracting qualified candidates, especially during peak seasons. However, the rate could be seen as entry- to mid-level in a field that often demands strong customer service and leadership skills, suggesting that while it aligns with broader industry standards, it may not fully reflect the experience or cost of living in the area.

Job description:

Pay: $19.75 per hour

At Great Wolf, the Guest Services Supervisor plays a pivotal role in creating memorable experiences for families through active engagement in daily front desk and lodge operations. This leadership position is essential for meeting business objectives, supporting the guest services team, and fostering meaningful interactions with both guests and pack members to improve their overall experience and enhance profitability.

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

Join Our Pack:

• Career Development: A dynamic environment to begin or advance your career, including opportunities for cross-training, access to a scholarship fund, and talent development programs at all levels.
• Exclusive Benefits: Enjoy a range of exclusive employee perks, including discounted vacations for you and your family, as well as incentives for employee referrals.
• Professional Growth: Benefit from Great Wolf University, providing on-the-job training, functional training, and leadership development opportunities.
• Wellness Focus: We prioritize your well-being with flexible scheduling, access to comprehensive wellness programs and technology, and support through our Employee Assistance Program and Employee Relief Fund.
• Diversity and Inclusion: Be a part of a team that celebrates diversity and fosters an inclusive environment where everyone feels valued and recognized.

Benefits:

• Comprehensive medical, dental, and vision insurance
• Health savings account
• Telehealth resources
• Life insurance
• 401K with employer match
• Paid vacation time
• Paid parental leave

Essential Duties & Responsibilities:

• Supervise the daily front office operations to ensure compliance with lodge safety and service standards, as well as the completion of daily tasks and assignments.
• Ensure successful execution of check-in procedures and operational efficiencies.
• Provide regular coaching, recognition, and encouragement to pack members.
• Understand and uphold Great Wolf policies and procedures, collaborating with department and lodge leadership on performance management.
• Address guest inquiries and concerns, escalating feedback to leadership as necessary.
• Ensure proper communication and follow-up on guest requests and concerns with the appropriate departments.
• Participate in staff scheduling, labor management, and forecasting.
• Conduct daily team meetings with Guest Service pack members to prioritize tasks and gather feedback.
• Monitor agent performance, offering real-time feedback and coaching.
• Maintain cleanliness and organization of front desk and back-of-house areas, including luggage carts, while upholding safety standards.
• Assist in the recruitment and selection of guest service team members.
• Partner with departmental leaders to create and implement action plans focused on guest service and pack member engagement, as measured by NPS and eNPS.
• Collaborate with Guest Services leadership on performance management, including employee reviews, corrective actions, and conflict resolution.
• Ensure operational quality by maintaining service excellence, adequate inventory levels, and effective maintenance of operational equipment.
• Assist in developing, implementing, and monitoring safety programs that comply with applicable regulations, including ergonomics and emergency response procedures.
• May assist in supervising bell services, valet, and night audit, among other roles as needed.

Basic Qualifications & Skills:

• High school diploma or GED
• Minimum of 1 year of experience in Rooms Division/Front Desk
• Familiarity with Microsoft Office and general software systems; proficiency in Excel, Word, and Outlook
• Proven customer service, conflict resolution, employee engagement, and team building skills
• Proficient in both written and spoken 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, preferably in a large family resort or hotel

Physical Requirements:

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

Application Instructions:
To apply, please click “Apply Now” or engage with a recruiter through the chat feature located at the bottom of our website. Following a brief application process, all qualified candidates will be promptly invited to schedule an interview or attend an upcoming hiring event.

Great Wolf Lodge is an Equal Opportunity Employer. We uphold the values of diversity and inclusion and are committed to a workplace free from discrimination.

Job Posting Date: Fri, 03 Jan 2025 08:10:49 GMT

Apply now!