Great Wolf Lodge Wisconsin Dells – Front Desk Rotation

Guest Service: | 12 months of your program you will learn the overall management of a guest services department and all “behind-the-scenes” activities/operations. | The main focus will be to gain understanding of daily guest services operations, escalated calls, billing, room calls, inventory, scheduling, general office management skills, and how to properly adjust to unexpected changes in occupancy and staffing levels. | You will work side by side with Director and Manager to learn these skills and will work toward managing shifts alone, near the end of the program. | The participant will learn: | – Daily front desk operations/service excellence | – Processes to supervise daily front desk operations to ensure successful execution of all lodge safety and service standards and completion of daily tasks and assignments. | – Daily success of check-in standards and operational efficiencies. | – Introduction to GWL measurement metrics; understand the role of the supervisor to ensure monitored and measured | – Guidance on how to coach, encourage, and recognize opportunities for employee development. | – Brand standards and champion Great Wolf policies and procedures. | – Relationship development with lodge leadership to ensure there is an enhanced guest experience. | – Proper communication etiquette to respond to guest or employee concerns/understand when to escalate guest/employee feedback to leadership as appropriate. | – Learn how to conduct department daily meetings/how to prioritize the day. | – Scheduling of staff processes, execution of labor management, and forecasting. | – Monitoring the performance of agents/report areas of development to leadership. | – Conducting inventory/ensure adequate supplies are available.