Guest Service & Sales Agent

Join to apply for the Guest Service & Sales Agent role at Great Wolf Lodge

Pay:
Incentive opportunities – Pack Members may earn additional performance‑based incentive pay. Recent averages for this position are $2–$5 per hour.

As a Guest Service & Sales Agent, you’re the first and last point of contact for our guests and a key driver of revenue and guest satisfaction. In this dual role, you’ll go beyond traditional check‑in and check‑out duties to actively promote suite upgrades, exclusive packages, and resort features that enhance the guest experience and support the Lodge’s sales goals. Your ability to connect with guests, understand their needs, and confidently recommend personalized offerings will directly impact guest enjoyment and your earning potential.

• Grow your career:
  Launch or elevate your hospitality career in a role that builds consultative sales skills and guest experience savvy needed to become a high‑earning leader in resort sales or operations.
• Maximize Your Earnings:
  Take advantage of incentive opportunities tied directly to your performance – the better you serve and sell, the more you earn.
• Great Perks:
  Discounts on vacations, employee referral incentives, and Great Wolf’s Scholarship Program.
• Learn While You Earn:
  Access Great Wolf University for on‑the‑job training, functional, and leadership development.
• Prioritize Your Well‑Being:
  Flexible scheduling, holistic wellness program, technology support, and Employee Assistance Program.
• Celebrate Your Uniqueness:
  Join a team that champions diversity and inclusion, making everyone feel welcome and valued.

• Medical, Dental, Vision, and Life insurance with HSA.
• Mental well‑being and telehealth resources.
• 401(k) with employer match.
• Paid vacation time off and parental leave.
• Waterpark passes, vacation discounts, and other perks.

• Welcome and assist guests with check‑in and check‑out processes using property management systems.
• Actively boost revenue by promoting lodge offerings and upgrades through consultative selling.
• Engage guests in proactive conversations to uncover hidden needs, leading to add‑on experiences and stronger satisfaction.
• Respond to guest inquiries and special requests with warmth, accuracy, and a concierge‑level approach.
• Leverage mobile devices, self‑service kiosks, and property software for seamless, tech‑enabled guest experiences.
• Verify guest identity, process secure payments, and manage billing with precision.
• Maintain accurate records of guest stays, room assignments, and transactions.
• Handle lost‑and‑found items efficiently, ensuring proper documentation and follow‑up.
• Communicate guest needs and feedback to appropriate departments for timely resolution.
• Keep the front desk and lobby area clean, organized, and welcoming.
• Offer guidance on resort amenities, local attractions, and directions to help guests enjoy their stay.

• Flexibility with schedule, including nights, weekends, and holidays.
• Strong previous customer service and/or sales experience.
• Successful background check and drug screening.
• Demonstrated empathy and genuine desire to serve others; ability to anticipate guest needs and create memorable moments.
• Enthusiastic, positive, proactive, and dependable.
• Excellent teamwork and communication abilities.
• Strong multitasking and prioritization skills in a fast‑paced environment.
• Experience or ability to learn using mobile technology, front desk software, and self‑service kiosks.

• High School Diploma or equivalent.
• Able to effectively upsell and cross‑sell resort offerings.
• Strong consultative selling skills with the ability to tailor recommendations in real time.
• Ability to build rapport quickly and use storytelling or product knowledge to drive interest.

• Ability to stand and/or sit for extended periods and walk, bend, reach, and stoop regularly during a shift.
• Capable of lifting up to 30 lbs.
• Comfortable working in a busy, loud, and guest‑facing environment with frequent distractions.
• Ability to speak clearly, listen, and respond attentively in a dynamic, fast‑paced setting.

Application…