Customer Service Supervisor

Hilton Grand Vacations; Ridgedale (MO); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading company in hospitality seeks a Customer Service Supervisor to enhance guest satisfaction at the Wilderness Club. This role involves overseeing check-in/check-out processes, resolving service issues, and facilitating communication among guests, owners, and hotel staff. Ideal candidates have extensive customer service experience and a passion for improving processes.

Qualifications

• Minimum 2 years in customer service; supervisory experience preferred.
• Experience with face-to-face customer service.
• Proficient in MS Office, intranet systems, and knowledge of timeshare.

Responsibilities

• Coordinate inventory and amenities for guest arrivals.
• Monitor customer feedback scores and resolve issues.
• Implement process improvements for productivity.

Skills

Attention to detail

Analytical skills

Problem-solving skills

Interpersonal communication

Tools

MS Office

AS-400

Job description

Join to apply for the Customer Service Supervisor role at Hilton Grand Vacations.

This role involves ensuring maximum satisfaction of Bluegreen owners and guests at Wilderness Club at Big Cedar. The Supervisor acts as a liaison between owners, guests, and hotel staff, supporting the HGV Marketing, Sales, and Club Services departments. Responsibilities include educating owners and guests on club programs, resolving service issues, and managing peak check-in/check-out periods with backup support from the marketing department. The Owner Experience Supervisor reports to the VP of the Joint Venture and supports onsite functions at Wilderness Club.

Responsibilities

• Review upcoming arrival reports and special requests, coordinate inventory or amenities, and leverage occupancy.
• Monitor Medallia scores and customer feedback, handling alerts proactively.
• Report recurring owner issues and suggest process improvements.
• Maintain a fair, professional work environment fostering growth through open communication.
• Identify and implement process improvements for productivity.
• Perform additional tasks as assigned.

Requirements

• At least 2 years in a professional customer service role; supervisory experience preferred.
• Proficiency in MS Office, Internet Explorer, intranet systems, AS-400, and understanding of Bluegreen’s products and the timeshare industry.
• Exceptional attention to detail, analytical and problem-solving skills, strategic thinking, and strong interpersonal communication.
• Experience with face-to-face customer service and handling challenging complaints.
• Self-starter with excellent time management, communication, follow-up skills, and a desire to improve processes.

Additional Information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industry: Hospitality