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Guest Services Supervisor

2 weeks ago

Niagara Falls, Canada Great Wolf Lodge Full time

**Great Wolf Lodge**, Niagara Falls is Canada’s largest family indoor water park resort. Our little log cabin has theme suites, amazing attractions, fun daily events and activities, and delicious dining options. It’s a year-round world of play

We take pride in creating an inclusive work environment in which all pack members are valued and celebrated. We are One Pack, committed to deepening our knowledge of each other’s backgrounds and making ourselves accessible to all members that need our support.

We are seeking a **Guest Services Supervisor** who actively engage in daily front desk and lodge operations, providing leadership that supports business objectives, the guest services team, and meaningful interactions with guests and Pack Members to enhance their overall experience.

**Essential Duties & Responsibilities**

Team
- Willingness to accept the most effective role.
- Provide regular coaching, encouragement, and recognition to Pack Members.
- Oversee Pack Member training to ensure delivery of 5-Star Service.
- Act as Manager on Duty when needed, with knowledge of the Lodge Emergency Response Plan and fire panel procedures.
- Promote a safe workplace by understanding and following the Occupational Health & Safety Act.
- Champion Great Wolf policies and collaborate with leadership on performance management of the department and Pack Members.
- Monitor and coach Guest Service Agents, Cabin Guides, and Switchboard staff with real-time feedback.
- Participate in performance management activities, including reviews and corrective actions.
- Update job knowledge through continued education and professional development.
- Contribute to department and organizational goals and mission.
- Close with an open mentality.
- Keep all areas in like-new condition and website ready.

Guest
- Ensure guests are greeted and acknowledged consistently, adhering to the 10/5 Rule.
- Respond to guest questions or concerns and escalate feedback to leadership when appropriate.
- Ensure guest requests and concerns are communicated and resolved promptly and satisfactorily by the appropriate department.
- Maintain cleanliness, organization, and safety of front desk, lobby, back-of-house areas, and luggage carts.
- Partner with department leaders to execute action plans that improve guest service and Pack Member engagement, measured through NPS.
- Monitor and respond to Guest Medallia feedback.
- Communicate with guests in a professional and friendly manner.

Financial
- Protecting company assets by adhering to policies and procedures.
- Understand departmental MPOR requirements and adjust schedules daily to reflect occupancy.
- Support departmental financial goals by promoting upselling initiatives.
- Evaluate and implement efficiencies to improve operations and service standards.
- Participate in labor management, scheduling, and forecasting of Pack Members.
- Maintain operational quality by ensuring service excellence, proper inventory levels, and functioning equipment.

**Qualifications & Traits**
- Promote excellence by delivering superior service to guests and Pack Members.
- Proficient in Microsoft Office and Opera.
- Demonstrated customer service and supervisory skills, preferably in a large hotel or resort setting.

**Physical Requirements**
- Lift up to 30 lbs., sit, walk and/or stand long periods
- #GWL1_