Guest Service & Sales Agent

Guest Service & Sales Agent

Pack Members in this role may earn additional performance-based incentive pay. Recent averages reported for this position have ranged from $2-$5 per hour. As a Guest Service & Sales Agent, you're not just the first and last point of contact for our guests - you're also a key driver of revenue and guest satisfaction. In this dual role, you'll go beyond traditional check-in and check-out duties to actively promote suite upgrades, exclusive packages, and resort features that enhance the guest experience and support the Lodge's sales goals. Your ability to connect with guests, understand their needs, and confidently recommend personalized offerings will have a direct impact on both guest enjoyment and your earning potential. This role is ideal for individuals who excel in a fast-paced, guest-facing sales environment and are passionate about delivering exceptional stays while achieving optimal results. Join our Pack:

* Grow your career: Launch or elevate your hospitality career in a role that builds the consultative sales skills and guest experience savvy needed to grow into a high-earning future in resort sales, operations, or guest services leadership.

* Maximize Your Earnings: Take advantage of incentive opportunities tied directly to your performance - the better you serve and sell, the more you earn.

* Great Perks: Take advantage of exclusive perks for you, your family, and friends - including discounted vacations, employee referral incentives and Great Wolf's Scholarship Program.

* Learn While You Earn: Gain access to Great Wolf University for on-the-job training, functional, and leadership development training.

* Prioritize Your Well-Being: We offer flexible scheduling, access to a holistic wellness program, and technology, and support through our Employee Assistance Program and Pack Member Relief Fund.

* Celebrate Your Uniqueness: Join a team that champions diversity and inclusion through programs that make everyone feel welcome and valued.

Comprehensive Benefits Medical, Dental, Vision and Life insurance with HSA Mental Well-being and Telehealth resources 401K with employer match Paid vacation time off and parental leave Waterpark passes, vacation discounts and other perks

Essential Duties & Responsibilities:

• Welcome and assist guests with check-in and check-out processes using property management systems
• Actively boost revenue by confidently promoting lodge offerings and upgrades through consultative, service-driven selling
• Engage guests in proactive conversations that uncover hidden needs, leading to add-on experiences and stronger satisfaction
• Respond to guest inquiries and special requests with warmth, accuracy, and a concierge-level approach to service
• Leverage mobile devices, self-service kiosks, and property software to deliver seamless, tech-enabled guest experiences
• Accurately verify guest identity, process secure payments, and manage billing with precision
• Maintain accurate records of guest stays, room assignments, and transactions
• Handle lost-and-found items with care and efficiency, ensuring proper documentation and guest follow-up
• Communicate guest needs and feedback to appropriate departments for timely resolution
• Keep the front desk and lobby area clean, organized, and welcoming to create a positive first and lasting impression
• Offer knowledgeable guidance on resort amenities, local attractions, and directions to help guests make the most of their stay
• Basic Qualifications & Skills:
• Flexibility with schedule, including nights, weekends, and holidays
• Strong previous customer service and/or sales experience
• Successful background check and drug screening
• Demonstrated empathy and a genuine desire to serve others; able to anticipate guest needs and turn moments of