Guest Service & Sales Agent
About The Position
As a Guest Service & Sales Agent, you’re not just the first and last point of contact for our guests — you’re also 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 have a direct impact on both guest enjoyment and your earning potential. This role is ideal for individuals who excel in a fast-paced, guest-facing sales environment and are passionate about delivering exceptional stays while achieving optimal results.
Requirements
- 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 a genuine desire to serve others; able to anticipate guest needs and turn moments of service into memorable experiences
- Enthusiastic, positive, proactive, and dependable
- Strong demonstrated teamwork and communication abilities
- Demonstrated multitasking and prioritization skills in a fast-paced environment
- Experience or ability to learn using mobile technology, front desk software, and self-service kiosks
Nice To Haves
- 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
Responsibilities
- Welcome and assist guests with check-in and check-out processes using property management systems
- Actively boost revenue by confidently promoting lodge offerings and upgrades through consultative, service-driven selling
- Engage guests in proactive conversations that 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 to service
- Leverage mobile devices, self-service kiosks, and property software to deliver seamless, tech-enabled guest experiences
- Accurately 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 with care and efficiency, ensuring proper documentation and guest follow-up
- Communicate guest needs and feedback to appropriate departments for timely resolution
- Keep the front desk and lobby area clean, organized, and welcoming to create a positive first and lasting impression
- Offer knowledgeable guidance on resort amenities, local attractions, and directions to help guests make the most of their stay
Benefits
- Medical, Dental, Vision and Life insurance with HSA
- Mental Well-being and Telehealth resources
- 401K with employer match
- Paid vacation time off and parental leave
- Waterpark passes, vacation discounts and other perks
- Discounted vacations
- Employee referral incentives
- Great Wolf’s Scholarship Program
- Flexible scheduling
- Access to a holistic wellness program
- Support through our Employee Assistance Program and Pack Member Relief Fund
- Team that champions diversity and inclusion
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
