Guest Services Front Desk Agent - Resort Hospitality

As a Guest Experience Coordinator at Great Wolf Lodge, you'll be the welcoming face of our family-focused resort, ensuring every guest enjoys a safe, fun, and memorable stay. You'll manage check-ins and check-outs, assist with reservations, answer questions about water park attractions, dining, and activities, and resolve guest concerns with warmth and professionalism. Working closely with housekeeping, attractions, and food & beverage teams, you'll help coordinate smooth operations, support special events, and uphold safety and cleanliness standards. This role is ideal for energetic, guest-obsessed team players who love fast-paced hospitality.

Responsibilities

• Welcome guests and handle check-in, check-out, and room inquiries with exceptional service.
• Assist families with reservations, attraction information, and daily activity guidance.
• Resolve guest concerns quickly, escalating issues to supervisors when needed.
• Operate POS systems for payments, wristbands, and attraction or package purchases.
• Coordinate with housekeeping, attractions, and food & beverage to meet guest needs.
• Monitor lobby and public areas for safety, cleanliness, and guest comfort.
• Provide clear, friendly communication about resort amenities, promotions, and policies.
• Maintain accurate records, cash handling, and basic reporting for guest transactions.
• Support special events and activities to create memorable family experiences.
• Uphold brand standards for safety, service, and cleanliness at all times.

Required Skills

• Customer service
• Point-of-sale (POS) systems
• Front desk operations
• Reservation management
• Cash handling
• Conflict resolution
• Hospitality operations
• Safety and incident reporting
• Basic computer skills
• Communication skills