Hospitality Customer Service Representative

As a Guest Engagement Specialist at Great Wolf Lodge, you'll be at the center of our fun, family-focused resort experience. You warmly welcome guests, assist with check-in, attractions, and dining, and ensure every interaction is friendly, efficient, and safe. You'll answer questions, resolve concerns, and guide families through our water park, activities, and amenities. Working closely with a supportive, guest-obsessed team, you help maintain clean, safe spaces and follow all safety and service standards, creating memorable stays and encouraging guests to return. Training and growth opportunities are provided.

Responsibilities

• Warmly welcome guests and provide friendly, efficient service throughout their stay
• Support front desk, attractions, and dining areas with check-ins, transactions, and guidance
• Handle guest questions, concerns, and complaints, escalating issues when needed
• Operate POS and reservation systems accurately, including cash and card handling
• Provide clear information on resort amenities, activities, and safety guidelines
• Monitor guest areas for cleanliness, safety, and comfort, reporting issues promptly
• Collaborate with team members to support peak periods and special events
• Follow all safety, security, and guest privacy procedures and standards

Required Skills

• Customer service
• Point-of-sale (POS) operation
• Cash handling
• Reservation systems
• Conflict resolution
• Hospitality service standards
• Communication skills
• Time management
• Safety and emergency procedures
• Basic computer skills