Marketing Guest Services Supervisor

Breckenridge Grand Vacations•Breckenridge, CO

just now•$23 - $28

About The Position

At Breckenridge Grand Vacations, we believe in Sharing Smiles by creating unforgettable experiences for every guest and owner. As a Marketing Guest Services Supervisor, you will be a key guardian of this mission, ensuring our legendary hospitality is delivered with flawless consistency in every interaction. You will be the architect of quality and efficiency, proactively monitoring our guest journey from the first phone call to the final tour detail. As the department's quality assurance expert, you will analyze performance, coach our team to higher standards, and resolve complex challenges to preserve our brand integrity. Embodying our 'End of the Line' philosophy, you will take ownership to fundamentally solve issues, preventing them from recurring. This role is perfect for a detail-oriented leader who thrives on data, process improvement, and empowering a team to excel. If you are passionate about translating insights into action, fostering a culture of excellence, and are driven to protect the outstanding experience our guests deserve, we’d love to meet you.

Requirements

High school diploma or general education degree (GED).
Minimum of 1 months of related experience in supervision, quality assurance, customer service, or training (or an equivalent combination of education and experience).
Advanced proficiency in Microsoft Office Suite (Outlook, Word, Excel).
Strong ability to speak, read, write, and interpret in English.
Proven ability to handle a high volume of work with accuracy and attention to detail.
Excellent verbal and written communication skills, with the ability to provide clear feedback and remain professional in challenging situations.
Demonstrated analytical and problem-solving skills to identify trends and perform root cause analysis.
Ability to sit at a computer workstation and perform repetitive motions for the majority of the workday

Nice To Haves

Previous experience in a quality control, audit, or compliance role within a hospitality, contact center, or sales environment.
Experience using customer relationship management (CRM) software, call monitoring systems, and data visualization tools (e.g., Tableau).
Proven track record of coaching or mentoring team members to improve performance.
Familiarity with timeshare, vacation ownership, or a similar high-touch service industry.
An associate’s or bachelor’s degree in Business Administration, Communications, Hospitality, or a related field.

Responsibilities

Perform daily, weekly, and monthly quality assurance audits of bookings, confirmations, cancellations (no-shows), and guest tour experiences.
Monitor and evaluate staff phone calls and written communications for accuracy, consistency, quality, and professionalism.
Identify trends in errors and guest complaints; develop and present regular reports on findings to management.
Act as a primary resource for resolving complex guest service and reservation challenges, performing root-cause analysis to implement permanent solutions.
Assist with delegating daily work tasks and checking the work of Marketing Guest Services staff to ensure quality control.
Provide coaching feedback and support individual staff development based on audit results and performance trends.
Act as a backup trainer and collaborate with management to onboard new department staff.
Ensure all staff are properly trained and compliant with phone systems, software, scripts, and email protocols.
Utilize reporting tools (e.g., Tableau) and collaborate with Data Analysts to track department metrics and performance.
Manage and ensure accountability for communications within the Customer Service email inbox.
Assist management in responding to guest feedback from post-survey responses.
Uphold and model all company hospitality standards, policies, and core department procedures.

Benefits

Health, vision, and dental insurance plans
Company-paid life insurance coverage
Voluntary Life and Accidental Death/Dismemberment Insurance
HSA and FSA-Dependent Care Accounts
Retirement plan
Generous paid time off (PTO) and sick leave to support work-life balance
Volunteer Time Off - Paid opportunities to give back to Summit County
Bereavement leave
Biannual bonuses
Tuition Reimbursement Program
Employee Wellness programs to support physical and mental health
Lifestyle perks: Ski/Rec center pass loan programs, lodging and gear discounts, sporting/concert event tickets, pet insurance partner discounts and access to Summit Medallions: Occasional-use transferable passes for access to 6 premier resorts (A-Basin to Vail) via owners’ program