Resort Services Supervisor

Westgate Resorts•Kissimmee, FL

7d•Onsite

About The Position

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.

Requirements

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.
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.

Responsibilities

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.

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