Retail & Attractions Supervisor

Company: Great Wolf Lodge
Location: Concord
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, Charlotte , Retail & Attractions Supervisor, Hospitality & Tourism , Concord, North Carolina