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    Guest Services Supervisor - Manteca, United States - Great Wolf Resorts

    Great Wolf Resorts
    Great Wolf Resorts Manteca, United States

    1 week ago

    Default job background
    Full time
    Description

    ** Guest Services Supervisor - Full Time**

    **Job Category****:** Guest Services **Requisition Number****:** GUEST11784 Showing 1 location **Job Details**

    **Description**

    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

    **Qualifications**

    **Skills**

    **Behaviors**

    **:**

    **Motivations**

    **:**

    **Education**

    **Experience**

    **Required**

    **1 year:** Progressive Rooms Division/Guest Services Supervisor Experience

    **Licenses & Certifications**

    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR c)

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