Retail & Attractions Supervisor

Pay: $18.50 per hour

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 role

Basic 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 needed

Desired 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 hotel

Physical Requirements

Ability to lift 30lbs

Ability to stand/sit and walk for long periods of time

Ability to bend, stretch and twist

Application Instructions:

Position Close Date:

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The 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 contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, and for inquiring about, discussing or disclosing compensation. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Full Time