In the role of Gift Shop Attendant, I interface with guests on a day to day basis. My job is to give them a pleasant and fun experience. There are four gift shops located in Great Wolf Lodge, all of which involve different experiences. As an example; One of these shops we have what is called the "creation station." in this particular gift shop I'm working one on one with the guests children, helping them build their own stuffed animals, applying temporary tattoos and more. If the children are happy, then the parents are happy. If the parents are happy then I did my job. Great Wolf bases their entire motto around tradition and their guests experiences. As a gift shop attendant its my job to make sure I'm able to provide that for them. Like most retail positions its important to be able to multi-task, build rapport, increase sales, resolve customer issues, and stay organized. All of which I do on a daily basis.
In the role of Spa Host, I maintain the daily schedule for our technicians. What we refer to as "booking efficiently" is super important because if I over book customers or forget to book an appointment I've made this will create countless issues, not only for the guest but for my co-workers as well. As a host I'm responsible of making sure our scheduled technicians get booked fairly and obviously without appointments the technicians don't make money, nor is Great Wolf Lodge as a company. So keeping organized is very important to avoid any conflict for my co-workers, our guests and myself. I'm responsible for paper work, gathering the correct information from the guests, payments, important notations for specific appointments (allergies, injuries, consent forms for minors, etc.) Along with these duties I am also responsible for maintaining a clean environment for our guests, informing guests of our policies, product knowledge, making sure commissioned based sales go to the appropriate technician, and I also assist with inventory.
In my role of Retail Sales Consultant my priority first and foremost was customer service. With a company like AT&T its safe to say that their entire foundation is built off of revenue. Without growth in sales a company like this would gradually start to diminish. With that being said, my main priority was customer satisfaction and sales. As a Retail Sales Consultant I had to learn to build rapport with customers, so people skills are crucial. As well as staying up to date and educated on new and upcoming technology. I was required to take training courses on a month to month basis in order to provide the correct information to our customers. Multi-tasking and organization are also critical in this line of work. On a daily basis I required to check emails from fellow co-workers, managers, and district managers to keep updated on any new or important information. I also had to follow up with customers regularly and make courtesy calls in regards to pre-ordered equipment, such as; cell phones, i pads, accessories, etc. Also self promotion was a must. For example, AT&T provided us with opportunities to make personalized flyers to hand out to local businesses who were eligible for discounts on their monthly bill. By going around and meeting different people I was able to open new doors to further build my customer base; thus, increasing my sales per month. Most importantly, Learning how to properly resolve customer issues was huge. Being a Retail Sales Consultant includes patience, understanding and empathy. Very often customers would come in ready to rip someones head off due to an outrageous bill, a broken phone, etc. In addition to this, the time I spent with customers could range from half, to two hours. So when spending that much time with one person or in some cases an entire family you don't want it to be unpleasant for anyone, so problem solving is important.
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