Resort Services Supervisor

Pay Rate: $17/hour - If you're looking for a more flexible way to get paid, we have DailyPay available.

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.

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 

• 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

Why Westgate?

• 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

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.