Resort Services Supervisor: Guest Experience Lead

Westgate Resorts; Kissimmee (FL); On-site; USD 19,286 - 27,552; Full time

Benefits offered by this job

Health benefits

Paid time off

401(k) with match

Daily Pay

Scholarship program

Job summary

Westgate Vacation Villas & Town Center Resort is seeking a Resort Services Supervisor to lead the daily operations of the Resort Services team. You will coach staff, monitor call metrics, and handle escalated guest concerns in a fast-paced call center environment.

The role requires 3+ years in resort services or customer service and 1+ year in leadership, with strong CRM and call center system knowledge. Nights, weekends, and holidays may be required. Westgate is a tobacco-free workplace.

Qualifications

• 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.
• Knowledge of call center metrics and KPIs.
• Proficiency with CRM and call center systems (Salesforce, Zendesk, Five9, or similar).

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.

Skills

Leadership

Customer service

Analytical skills

Adaptability

Tools

Salesforce

Zendesk

Five9

Job description

Westgate Vacation Villas & Town Center Resort is seeking a Resort Services Supervisor to lead the daily operations of the Resort Services team. You will coach staff, monitor call metrics, and handle escalated guest concerns in a fast-paced call center environment.

The role requires 3+ years in resort services or customer service and 1+ year in leadership, with strong CRM and call center system knowledge. Nights, weekends, and holidays may be required. Westgate is a tobacco-free workplace.