Transforming Employee Recognition in Hospitality
Hylite, a pioneering web-based platform for employee recognition, has teamed up with Great Wolf Lodge, recognized as North America's largest family of indoor water park resorts. This partnership introduces a digital take on the High Paws Recognition Program, now engaging over 13,000 employees, referred to as Pack Members, across all 22 U.S. resort locations and the corporate support center.
Easy-to-Use Web-Based Platform
The beauty of Hylite’s system is its simplicity; it requires no app downloads or lengthy login processes. This means that both guests and Pack Members can easily recognize special moments—whether it's performing a magic trick for a child or recalling a family’s drink order from their previous visit. Each recognition is sent as a real-time text or email, ensuring that expressions of gratitude are timely and specific.
A Dynamic Hospitality Environment
Hospitality settings often involve non-desk employees working in various shifts across different departments and locations. Hylite’s immediacy in recognition helps ensure that every commendable act is acknowledged. This fosters a greater sense of purpose among employees and strengthens their connection to their roles, ultimately supporting Great Wolf Lodge's mission of Bringing Joy to Families.
High Paws Recognition Program Success
Rachel O'Connell, Senior Vice President of Human Resources at Great Wolf Resort, emphasized the value of this recognition program: "Our Pack goes above and beyond every day to create joyful experiences. It’s crucial for us to have a platform that allows guests and fellow Pack Members to share recognition during those magic moments." With Hylite as a partner, they now have a leading tool to capture everyday excellence and ensure appreciation reaches those who deserve it.
Growing Recognition Numbers
The initial pilot program in 2024 successfully gathered around 10,000 guest reviews, recognizing nearly 70% of team members. Since March 2025, when peer-to-peer recognition was introduced, Pack Members have shared over 40,000 recognitions, averaging approximately one acknowledgment per employee each month. It’s exciting to see such active participation!
Connecting Guests with Employees
Thanks to Hylite's user-friendly platform, guests can also seamlessly copy their positive messages to Google Reviews. The impact was evident in May 2025, when Hylite was responsible for about 20% of 5-star reviews recorded across all Great Wolf Lodge locations nationwide.
A Technological Leap in Recognizing Excellence
Marissa Fetter Hochster, CEO of Hylite, commented on the alignment of values between the two entities: "Great Wolf Lodge embraces technology that enhances both the guest experience and the welfare of the Pack. Hylite naturally complements their strategy, transforming the previous paper-based High Paws program into a digital experience that invites guest participation. This sets a new benchmark for frontline recognition in the industry."
Experience Enhanced Appreciation
The implementation of the Hylite platform has resulted in improved morale among Pack Members at Great Wolf Lodge and has led to exceptional experiences for guests. The High Paws Recognition Program is now fully operational and supports the staff not only in delivering quality service but also in feeling valued for their contributions.
About Hylite
Hylite is a cutting-edge employee recognition platform tailored for frontline workers. With tools designed to connect guests, peers, and leaders in real-time, Hylite helps organizations celebrate accomplishments, strengthen team culture, and drive positive business outcomes through genuine appreciation.
About Great Wolf Lodge
As a premier family entertainment brand, Great Wolf Resorts, Inc. boasts the largest family of indoor water parks across North America. Offering thematic accommodations, expansive water parks, and year-round adventures, they curate unforgettable experiences for families.
Frequently Asked Questions
What is the goal of the Hylite platform at Great Wolf Lodge?
The Hylite platform aims to enhance employee recognition by allowing Pack Members to be acknowledged in real-time for their efforts, promoting a culture of appreciation.
How does Hylite improve interactions between guests and staff?
By enabling guests to recognize employees for exceptional service, the platform fosters a connection between guests and staff, enhancing the overall experience.
What are the benefits of the High Paws Recognition Program?
The program boosts employee morale, increases engagement, and helps maintain high service standards by recognizing and rewarding hard work.
Is it easy for guests to use the Hylite platform?
Yes, the platform is user-friendly and requires no application downloads or complicated logins, making it accessible for all users.
Why is real-time recognition important in hospitality?
In the fast-paced hospitality industry, real-time recognition helps ensure that efforts are acknowledged promptly, encouraging continued excellence among employees.
