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About The Traverse City, MI Lodge

Va Lodge

Great Wolf Lodge-Traverse City “Tatonka” is recognized as an employer of choice in Northern Michigan. Our 370 pack members focus each and every day on providing our guests with first-in-class, customized guest service that sets Great Wolf Resorts apart from its competition.

The leaders of our pack have many years of experience in hospitality and inspire an organizational culture unlike any other in Northern Michigan. Saying that we work in a team setting doesn’t adequately explain the support and synergy that can be found in a culture like Great Wolf’s where actively engaged leadership, a happy and friendly work environment, the clear desire to achieve, and the most fun one could have while earning a paycheck all come together!

We work hard and play hard with pack member parties and wolf pack celebrations. We have excellent benefits and incentives and competitive pay. If you want to be part of a family, learn from years of experience, and be proud of the impact of your work, we encourage you to apply today and invite you to join the pack!

Guest Services Supervisor

JOB DESCRIPTION

Job ID 14823569 Date posted 01/14/2020 Location Traverse City, Michigan Job Type Full-time - Regular

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

JOB REQUIREMENTS:

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
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