Resort Services Supervisor

The Resort Services Supervisor is responsible for overseeing the daily operations of a call center team to ensure high levels of customer satisfaction and operational efficiency.

As a Resort Services Supervisor, you will:

• ​Supervise and support daily activities of Resort Services operators to ensure productivity and quality standards are met.
• ​Monitor call metrics and team performance, providing regular feedback and coaching to improve individual and team effectiveness.
• ​Handle complex or escalated customer issues and complaints in a professional and timely manner.
• ​Conduct regular team meetings to communicate updates, share best practices, and reinforce performance goals.
• ​Train new staff and ensure ongoing development of team members through coaching, mentoring, and performance evaluations.
• ​Analyze Resort Services data and generate reports on operator performance, customer satisfaction, and service trends.
• ​Collaborate with upper management to implement process improvements and enhance customer service strategies.
• ​Ensure compliance with company policies, procedures, and customer service standards.
• ​Schedule staff and manage attendance to maintain adequate coverage for all shifts.
• ​Foster a positive, team-oriented work environment that promotes engagement and accountability.
• ​Other duties as assigned.

To perform this job successfully, you must have excellent communication skills and be able to read, write and speak English conversationally.  Additionally, the person must possess and adhere to the following core values: 

• Integrity 
• Passion 
• Work Ethic 

• 2+ years of experience in Resort Services, at least 1 year in a leadership role.
• Primary shift will be overnight; however, the selected candidate must be flexible and available to work any shift as needed to support operations.
• Experience leading a team and overseeing operations.
• Excellent customer service skills to ensure every guest is welcomed and assisted
• Strong communication with the ability to interact with all levels of team members and guests in an attentive, courteous, and service-oriented manner

Why Westgate?  

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.

This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.