Gift Room Manager
About The Position
Adjacent to Great Smoky Mountains National Park, the most-visited national park in the country, Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee, provides an amazing work environment with refreshing mountain breezes and spectacular views of the beautiful Great Smoky Mountains. As a member of the Westgate Smoky Mountain Resort team, you will meet and engage with guests who have arrived to enjoy all the Great Smoky Mountains have to offer and help them experience our world-class amenities such as the state-of-the-art Wild Bear Falls water park. 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.
Requirements
- 1-3 years experience in a customer service related field.
- High School diploma or General Education Diploma required.
- Proven leadership and team motivation skills.
- Exceptional internal and external customer service skills.
- Highly organized with superior time management abilities and the capacity to meet strict deadlines.
- Strong analytical skills with the ability to define problems, collect data, and draw valid conclusions from reports and operational statistics.
- Proficient in Microsoft Word and Excel.
- Proficient in Point-of-Sale Systems.
Nice To Haves
- Associate or Bachelor’s degree in Business Administration or other related field is preferred.
- May be required to travel for training or meetings.
Responsibilities
- Lead and develop all Gift Room staff, including Leads and Assistant Managers
- Assume full responsibility for hiring, training, evaluating, rewarding, and performance management in accordance with company policies.
- Prepare and manage staff schedules to ensure adequate coverage for all shifts, including arranging for vacation and sick time coverage.
- Own, maintain, and continuously improve the official Gift Room training manual and Standard Operating Procedures (SOPs) to ensure all clerks are confident and proficient in their duties.
- Foster a motivated and professional team environment grounded in the philosophy of accuracy and excellent guest service.
- Oversee and ensure the accuracy of all daily and weekly audits of Gift Room transactions, including Manifested Tours, Owner Referrals, and walk-in ticket sales.
- Manage and assume ultimate responsibility for the security of all Gift Room assets, including the control and maintenance of all ticket and certificate inventory.
- Supervise the auditing and balancing of all cash banks at the beginning and end of each clerk's shift and manage the relationship and procedures for bank deposits.
- Process and verify all daily paperwork and receipts for corporate records, ensuring Point-of-Sale (POS) paperwork is submitted as required for record keeping.
- Function as the primary liaison between the Gift Room and the Sales, Marketing, Contract Processing, and Deeding departments to drive efficiency, accuracy, resolve issues, and ensure a seamless guest experience.
- Manage the setup and distribution of new premiums and gift items, including vendor communication and contract upkeep as needed.
- Utilize marketing reports and POS data to analyze team performance, identify trends, and implement strategies for improving accuracy and ticket sales.
- Other duties as assigned.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
