Resort Services Supervisor

Company Description

Westgate Vacation Villas & Town Center Resort offers you an incredible opportunity to meet and share stories with guests from around the world who come to experience Central Florida’s world-famous theme parks and attractions. Enjoy the excitement and surroundings of our world-class resort, featuring award-winning attractions and restaurants. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company.

Job Description

Pay Rate: $17.00/hour -  Access your earned income instantly and manage your money with free financial wellness tools through DailyPay.

The Resort Services Supervisor leads the daily operations of the Resort Services team, ensuring excellent guest and owner experiences while driving service quality, productivity, and team performance. This role is responsible for coaching team members, monitoring performance metrics, handling escalated concerns, and supporting operational excellence in a fast paced call center environment.

What You Will Do as a Resort Services Supervisor:

• Supervise and support Resort Services Operators to achieve service and performance goals.
• Monitor call metrics and provide coaching, feedback, and performance support.
• Resolve escalated guest and owner concerns professionally and efficiently.
• Conduct team meetings and communicate departmental updates.
• Train, mentor, and develop team members.
• Analyze performance data and prepare reports on service trends and customer satisfaction.
• Partner with leadership to improve processes and enhance the customer experience.
• Manage scheduling and attendance to ensure adequate coverage.
• Maintain compliance with company policies and service standards.
• Foster a positive, accountable, and team focused work environment.
• Perform other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What You Will Bring:

• 3+ years of Resort Services or customer service experience.
• 1+ year of leadership or supervisory experience.
• Experience leading teams in a high volume service environment.
• Flexibility to work nights, weekends, and holidays as needed.
• Knowledge of call center metrics and KPIs.
• Proficiency with CRM and call center systems (Salesforce, Zendesk, Five9, or similar)
• Ability to adapt in a fast paced environment.
• Westgate Resorts is a Smoke and Tobacco-Free workplace. Except where prohibited by law, applicants who smoke or use tobacco products will not be considered for positions at Westgate.
• Required to pass a background check, drug test, and prove eligibility to work in the United States.

Additional Information

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.