Guest Experience Relationship Analyst

Job Summary:

The Guest Experience Relationship Analyst plays a pivotal role in delivering best-in-class service recovery and issue resolution for Great Wolf Lodge guests. This position leads the contact center's case management operations and recovery strategies, ensuring a consistent, brand-aligned approach across all channels-including voice, email, chat, web, and social-while serving as the key liaison between the contact center and individual lodges. The role emphasizes timely, empathetic resolutions, cross-functional coordination, and continuous process improvement to uphold guest satisfaction and brand reputation.

Responsibilities:

Case Management (Salesforce CRM)

• Lead day-to-day case management operations across internal teams and BPO partners.
• Ensure adherence to SLA and quality standards for all guest interactions across channels.
• Monitor backlog trends, escalate risk areas, and drive solutions to reduce aging cases and improve resolution times.
• Collaborate with WFM and Reporting teams to align staffing, routing, and forecasting with case volume trends.
• Own and refine case workflows and business logic within Salesforce to optimize agent efficiency and guest outcomes.

Guest Recovery & Issue Resolution

• Oversee all service recovery efforts, including goodwill compensation, resolution of complex guest issues, and handling of sensitive or escalated cases.
• Empower frontline agents with clear recovery frameworks and playbooks that promote consistency and empathy.
• Personally manage or support high-impact guest concerns, especially those requiring executive attention or property-level coordination.
• Identify recurring failure points and contribute to changes in training, operations, or policy to reduce repeat issues.

Lodge Relationship Management

• Act as the main point of contact between the contact center and lodge GMs, Operations Directors, and Front Office leaders.
• Collaborate on the resolution of in-stay or post-stay guest issues, including billing disputes, on-site service concerns, or missed expectations.
• Facilitate regular alignment meetings to review guest feedback, case trends, and recovery effectiveness.
• Promote awareness of contact center tools and processes among lodge teams to strengthen alignment and accountability.

Public Review & Social Escalation Support

• Monitor and respond to high-priority guest concerns shared publicly, including those posted to third-party platforms such as TripAdvisor and Google My Business.
• Ensure public responses are timely, empathetic, and consistent with internal resolutions.
• Partner with the Community Management, Marketing, and Legal teams on reputation-sensitive cases or guest responses.
• Convert key social and public complaints into actionable cases for investigation and follow-up.

Reporting & Continuous Improvement

• Analyze case trends, escalation drivers, and recovery outcomes to inform leadership decisions.
• Recommend updates to processes, policy, or training based on guest feedback and resolution patterns.
• Contribute to improvements in automation, AI-driven case handling, and Salesforce functionality to streamline operations.

Qualifications:

• 5+ years of experience in customer service, guest relations, or case management, with at least 2 years in a strategic or supervisory capacity.
• Strong background in issue resolution across multiple support channels, ideally within hospitality, travel, or consumer services.
• Proficient in Salesforce Service Cloud or similar CRM platforms.
• Excellent communication and relationship-building skills with the ability to navigate complex guest scenarios.
• Experience working across internal teams and external partners, including BPOs and hotel/lodge operations.
• High attention to detail, problem-solving mindset, and commitment to guest satisfaction.

($00,000 - $00,000) annual base salary

An employee's pay position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs. The range listed is just one component of Great Wolf's total compensation package. Other rewards may include annual bonuses, a Paid Time Off policy, and other perks.

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.