Ancillary Sales Performance Manager

About Great Wolf Lodge If you’re searching for a job with exciting opportunities, rewarding benefits, and lots of growth potential, look no further than Great Wolf Lodge. We’re North America’s largest family of indoor water park resorts dedicated to bringing joy to families, and we’re looking for passionate, dedicated professionals to help us in our mission. Running with our Pack is a one-of-kind experience. Our resorts offer fun-filled attractions, extraordinary entertainment, delectable dining, and imaginative retail offerings. Our talented Pack Members provide exceptional service to help families create unforgettable memories, in a fast-paced and fun environment. Along with the camaraderie that comes with being a member of our Pack, all of our employees have access to acclaimed management training programs and numerous advancement opportunities. There’s no limit to what you can achieve as part of our Pack. Growing from a single resort to 23 lodges and counting, Great Wolf has spent 25 + years strengthening ourselves into one of North America’s top destinations for family fun. And we’re committed to ensuring every employee gets the training, career growth, benefits, and support to make the experience of working with us the best it can be. When you run with our Pack, it’s more than just a job—it’s an adventure.

Great Wolf Lodge

We grow and create joy as one pack.

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greatwolf.com/jobs

10,001+ employees

Hospitality

Chicago, Illinois

1997

Privately Held

39k LinkedIn followers

• Design and develop comprehensive training curricula for Guest Services pack members, including platform navigation, upsell workflows, performance tracking, and best practices
• Build product-specific training modules covering individual GWR ancillary offerings, including the hierarchy of products and guidance on when and how to sell each
• Develop training content that differentiates selling techniques across distinct sales environments: behind the front desk, at kiosk stations using iPad, and at outlet POS
• Create and record virtual training content that pack members can access on demand, supporting self-paced learning between in-person visits
• Incorporate general sales best practices into training materials, including body language, suggestive selling techniques, and guest service principles
• Continuously refresh and improve training content based on platform updates, product changes, and performance trends
• Conduct in-person training and retraining at each lodge, delivering hands-on coaching to GS teams at the property level
• Provide one-on-one and group coaching to front desk agents, with performance guidance grounded in individual KPI data and upsell reporting
• Identify and address individual skill gaps with targeted coaching plans, building agent confidence and consistency in the sales process
• Monitor ancillary upsell performance metrics at the lodge level and brand-wide using company reporting tools (e.g., Oracle Nor1, Salesforce, Tableau)
• Own on-property ancillary sales performance across assigned lodges, holding accountability for achieving established performance targets
• Analyze property-level performance in depth, partnering frequently with lodge leaders to interpret results and develop strategies that optimize ancillary revenue
• Analyze and interpret quantitative data to identify performance trends, uncover root causes of underperformance, and recommend targeted corrective actions
• Create and distribute ad hoc agent performance reports for lodge and corporate stakeholders, translating data into clear, actionable insights
• Identify systemic performance issues and surface findings to both lodge leadership and the Corporate Support team with recommended actions
• Liaise with the Ancillary and Guest Services teams on performance management strategies and escalations
• Partner closely with the Ancillary revenue function to stay ahead of developments such as new package development and pricing updates, and provide feedback to the Ancillary team as part of that ongoing partnership
• Develop and maintain reporting cadences that provide visibility into sales trends, conversion rates, and lodge-by-lodge performance benchmarks
• Lead engaging monthly sales contests for GS leaderboards, including developing contest themes, capturing submissions, and coordinating winner selection
• Present leaderboard winners and highlight best practices on Corporate Support team calls, fostering a culture of healthy competition and recognition
• Join ad hoc lodge calls monthly to provide support, answer questions, and maintain active communication with property teams

Required

• 3+ years of experience in sales training, hospitality operations, or a related field
• Demonstrated ability to develop and deliver engaging training programs for frontline teams
• Ability and willingness to travel extensively to lodge properties nationwide
• Proficiency with sales enablement platforms
• Strong analytical skills with experience interpreting sales KPIs and performance reports
• Excellent verbal and written communication, with the ability to present confidently to lodge teams and corporate stakeholders
• Highly organized, with the ability to manage multiple lodge relationships and competing priorities simultaneously
• Strong cross-functional collaboration skills, with the ability to build relationships and partner effectively across the Ancillary, Guest Services, and lodge leadership teams
• Customer service orientation with a genuine commitment to pack member development and guest experience outcomes
• Hands-on coach who builds agent confidence in the field, not just from behind a desk
• Collaborative and approachable team player who brings an energizing, fun approach to training, coaching, and cross-functional partnership
• Performance-target mindset, motivated by setting, owning, and consistently achieving measurable ancillary sales goals

Preferred

• Experience in a multi-unit hospitality or resort environment
• Familiarity with upsell platforms, front desk technology, or kiosk-based sales tools
• Experience facilitating contests, recognition programs, or gamified sales initiatives
• Background in instructional design or eLearning content development

• Highly visible role partnering directly with lodge leadership and corporate teams across all 22 properties
• Direct line of sight from your coaching and content to measurable ancillary revenue lift
• Shape the ancillary training and performance program from the ground up, with broad latitude to define how it works
• 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.