OPCR CAT Team Lead

  • Full-time
  • Property: 44315-WG South Park

Company Description

$17 / hour

About Westgate Resorts
Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most affordable vacation options out there!

Job Description

The primary function is assisting the OPCR/Concierge Activations supervisors, assistant manager, & managers in ensuring the department runs smoothly and efficiently day-to-day. Included in this is monitoring the sales of tours for resorts located outside of Florida by the activation of packages for discounted resort stays as well as monitoring the manifesting of tours called in the OPCs (Off Property Contacts).

Duties

  • Supervise staff in the absence of the department heads
  • Ensuring the OPC Reservations Department provides a professional and friendly service to OPC/Guest
  • Handling complaints of OPC’s/Guest/Owners
  • Ensure that all company and departmental policies are always being followed
  • Listen to calls to ensure that policies and procedures are being followed during the calls
  • Ensure that wait times for calls are minimal
  • Ensure that all tours are input accurately to guarantee correct tour information.
  • Prepare reports; handle special projects and assignments as required.
  • Checking and submitting tours in SAMs accurately and making sure all team members are manifesting accurately
  • Regular communication with upper management and, at times, with Directors and Executives as needed.
  • Identify areas in need of improvement for team members
  • Assist in administering corrective action, including verbal and written coaching, written disciplinary warnings
  • Other duties may be assigned as needed

Supervisory Responsibilities

Responsible for the overall supervision, direction, coordination and evaluation of the OPC Reservations department in accordance with the Department Manager. Directly supervises 1-3 Team Leads and 1- 20 team members at a time. Carries out supervisory responsibilities in accordance with the organization’s policies and procedures and applicable laws.

Qualifications

  • 6 months to 1 year in any leadership role
  • Administrative Skills
  • Exceptional Customer Service
  • Working Knowledge of Computers
  • Strong Communication Skills
  • Able to multitask and manage your time.
  • No fear of decision-making
  • Problem solving

Additional Information

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide into all units of measure using whole numbers, common fractions, and decimals. Ability to apply concepts such as percentages, ratios, and proportions to practical situations.

Reasoning Ability

Ability to define problems collects data, establish facts, and draw a valid conclusion. Ability to interpret various technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Physical Demands

The physical demands described here must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, and talk or hear. The employee is occasionally required to sit, stoop, kneel, or crouch. The employee must occasionally lift and/ or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representatives of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 [email protected] with the job title and the location of the position for which you are applying.