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Guest Services Supervisor Job in Mason, Ohio US

Guest Services Supervisor

Great Lakes Services, LLC - Mason, OH

Posted: 9/24/2021 - Expires: 12/23/2021

Job ID: 232090639


Job Description

Guest Services Supervisor $16/hour + $2/hour* Shift Premium FULL TIME

*Represents combined base hourly rate and [Work More Earn More - Summer Wage Premium 2021] Bonus differential available through October 28th, 2021. [Work More Earn More Summer Wage Premium 2021] Bonus paid in the event Pack Member exceeds 20 hours worked in a given pay week, and Bonus applied back to the first hour work in such pay week.

Position Summary

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 maximize profitability.

Essential Duties & Responsibilities

Supervises daily front office operations to ensure successful execution of all lodge safety and service standards and completion of daily tasks and assignments
Ensures daily success of check-in standards and operational efficiencies
Provides coaching, encouragement, and recognition to pack members regularly
Understands and champions Great Wolf policies and procedures, and collaborates with Department and Lodge leadership in performance management of the department and its Pack Members
Responds to questions or guest concerns and escalates pack/guest feedback to leadership as appropriate
Ensures the completion and proper communication/escalation of guest requests and other concerns to the appropriate department
Understands and participates in scheduling of staff, execution of labor management and forecasting
Conducts daily stand up meetings with Guest Service pack to prioritize the day and facilitates feedback from Pack Members
Monitors performance of agents, providing real time feedback and coaching
Ensures front desk, back of house areas, and luggage carts are clean, organized, and properly stocked for the daily operations; ensures safety standards are met
Participates in recruitment and selection of talent for the guest service team
Partners with department leaders to develop and execute action plans related to guest service and Pack Member engagement measured through NPS and eNPS
Participates with Guest Services leadership in pack performance management including; employee reviews, corrective action, investigations, conflict resolution, etc.
Maintains quality of operation by ensuring service excellence, ensuring adequate inventory levels, and operational equipment by troubleshooting, maintenance, and/or calling for repair
Assists in developing, implementing, and monitoring programs ensuring a safe facility that complies with all appropriate regulations--Ergonomics, Emergency Responses, Injury and Illness Prevention, and Hazard Communications Programs
May also assist in supervising bell, valet and night audit and other roles as needed

Basic Qualifications & Skills

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

Desired Qualifications & Traits

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

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
Education Level:
High school graduate
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
Licenses / Certifications:
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