Retail & Attractions Supervisor
Company: Great Wolf Lodge
Location: Kannapolis
Posted on: May 15, 2022
Job Description:
At Great Wolf, the Retail and Attractions Supervisor brings joy
to families through involvement in daily retail and attractions
operations. This leadership role is critical in executing on
business requirements, supporting the retail and attractions team,
and interacting with guest and pack members to enhance their
experience and maximize profitability.Essential Duties &
Responsibilities
- Supervises daily retail and attractions operations including
gift shops, arcade, attractions, vending, etc. to ensure successful
execution of all lodge safety and service standards and completion
of daily tasks and assignments
- Provides coaching, encouragement, and recognition to pack
members regularly
- Understands and champions Great Wolf policies and procedures,
and collaborates with Department and Lodge leadership in
performance management of the department and its Pack Members
- Responds to questions or guest concerns and escalates
pack/guest feedback to leadership as appropriate
- Ensures the completion and proper communication/escalation of
guest requests and other concerns to the appropriate
department
- Understands and participates in scheduling of staff, execution
of labor management and forecasting
- Conducts daily stand up meetings with retail and attractions
pack members to prioritize the day and facilitates feedback from
Pack Members
- Monitors performance of attendants, providing real time
feedback and coaching
- Ensures retail outlets and attractions are organized, and
properly stocked for the daily operations; ensures compliance with
safety standards
- Participates in recruitment and selection of talent for retail
and attractions
- Partners with department leaders to develop and execute action
plans related to guest service and Pack Member engagement measured
through NPS and eNPS
- Participates with Retail and Attractions leadership in pack
performance management including; employee reviews, corrective
action, investigations, conflict resolution, etc.
- Maintains quality operation by ensuring service excellence,
adequate inventory levels, and maintaining equipment by
troubleshooting and/or calling for repairs
- Assists in developing, implementing, and monitoring programs
ensuring a safe facility that complies with all appropriate
regulations--Ergonomics, Emergency Responses, Injury and Illness
Prevention, and Hazard Communications Programs
- Adherence to all standard operating procedures related to the
roleBasic Qualifications & Skills
- High School diploma or GED
- Minimum of 1 year previous experience in Retail
- Experience with Microsoft Office and general software systems;
proficiency in Excel, Word and Outlook
- Demonstrated customer service, conflict resolution, employee
engagement, retention and team building skills
- Proficient in both written and spoken English
- Ability to work flexible schedule including nights, weekends,
holidays as neededDesired Qualifications & Traits
- Associate's degree or higher in hospitality or related
field
- Experience in a previous retail or hospitality leadership
role
- Previous hotel experience, preferably in a large family resort
or hotelPhysical Requirements
- Ability to lift 30lbs
- Ability to stand/sit and walk for long periods of time
- Ability to bend, stretch and twistEqual Opportunity
Employer/Protected Veterans/Individuals with DisabilitiesThe
contractor will not discharge or in any other manner discriminate
against employees or applicants because they have inquired about,
discussed, or disclosed their own pay or the pay of another
employee or applicant. However, employees who have access to the
compensation information of other employees or applicants as a part
of their essential job functions cannot disclose the pay of other
employees or applicants to individuals who do not otherwise have
access to compensation information, unless the disclosure is (a) in
response to a formal complaint or charge, (b) in furtherance of an
investigation, proceeding, hearing, or action, including an
investigation conducted by the employer, or (c) consistent with the
contractors legal duty to furnish information. 41 CFR
60-1.35(c)
Keywords: Great Wolf Lodge, Kannapolis , Retail & Attractions Supervisor, Hospitality & Tourism , Kannapolis, North Carolina
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