Resort Services Supervisor

Westgate Resorts•Kissimmee, FL

6d•$17

About The Position

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

Requirements

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
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

Responsibilities

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.

Benefits

Comprehensive health benefits – medical, dental and vision
Paid Time Off (PTO) – vacation, sick, and personal
Paid Holidays
401K with generous company match
Get access to your pay as you need it with our Daily Pay benefit
Family benefits including pregnancy, and parental leave and adoption assistance
Wellness Programs
Flexible Spending Accounts
Tuition Assistance
Military Leave
Employee Assistance Program (EAP)
Life, Disability, Accident, Critical Illness & Hospital Insurance
Pet Insurance
Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
Advancement & development opportunities
Community Involvement Programs