Job Description

Pay: $19.25 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 assignmentsProvides coaching, encouragement, and recognition to pack members regularlyUnderstands and champions Great Wolf policies and procedures, and collaborates with Department and Lodge leadership in performance management of the department and its Pack MembersResponds to questions or guest concerns and escalates pack/guest feedback to leadership as appropriateEnsures the completion and proper communication/escalation of guest requests and other concerns to the appropriate departmentUnderstands and participates in scheduling of staff, execution of labor management and forecastingConducts daily stand up meetings with retail and attractions pack members to prioritize the day and facilitates feedback from Pack MembersMonitors performance of attendants, providing real time feedback and coachingEnsures retail outlets and attractions are organized, and properly stocked for the daily operations; ensures compliance with safety standardsParticipates in recruitment and selection of talent for retail and attractionsPartners with department leaders to develop and execute action plans related to guest service and Pack Member engagement measured through NPS and eNPSParticipates 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 repairsAssists 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 ProgramsAdherence to all standard operating procedures related to the role

Basic Qualifications & Skills

High School diploma or GEDMinimum of 1 year previous experience in RetailExperience with Microsoft Office and general software systems; proficiency in Excel, Word and OutlookDemonstrated customer service, conflict resolution, employee engagement, retention and team building skillsProficient in both written and spoken EnglishAbility to work flexible schedule including nights, weekends, holidays as needed

Desired Qualifications & Traits

Associate's degree or higher in hospitality or related fieldExperience in a previous retail or hospitality leadership rolePrevious hotel experience, preferably in a large family resort or hotel

Physical Requirements

Ability to lift 30lbsAbility to stand/sit and walk for long periods of timeAbility to bend, stretch and twist

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)