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!

The Director of Guest Services will lead a best in class integrated, modern and sophisticated guest experience where team members are empowered and fully engaged. This leader will identify, design, and implement process improvement interventions to maximize organizational effectiveness and efficiency to drive performance and deliver an exceptional experience. The leader will work closely with IT, marketing, sales, legal, compliance and contact center operation leaders to achieve well defined business goals. Position is responsible for delivering and orchestrating the strategy and operations for Westgate Front office Operations, Bell Desk, Concierge, Skier Services, etc. to ensure all guest service/experience metrics are achieved and to help drive corporate yield and financial objectives. Provides the leadership and coaching to develop team members in the following areas/departments: Guest Services, Resort Group Service, Loyalty/WOW Services, Accessible Services, Guest Information, Guest Communication, Operations & Analytics Support, Training & Quality Assurance for guest services.

Additionally, the person must possess and adhere to the following core company values:

• Integrity
• Passion
• Work Ethic

ESSENTIAL DUTIES AND RESPONSIBILITIES

• The main point of contact for the property guest services department and provides operational day-to-day support.
• Monitors and drives overall performance of the Rooms Division (Housekeeping and Laundry) with a focus on NPS and other key guest satisfaction metrics; Room Inspections, HotSos, Kipsu, Rex, Guest letters
• Conducts regular property visits to ensure the product delivery, Public Health compliance, and guest service standards are always met.
• Creates Housekeeping and Laundry policies and procedures and monitors adherence ensuring Public Health compliance.
• Leverages Guest Experience and other analytics reporting to proactively identify, quantify, and prioritize continuous improvement opportunities. Collaborating closely with functional leads across all teams.
• Drives a high-performing, guest-centric culture focused on innovation, execution, growth, and development.
• Participates in the scheduling of Resort Guest Services Division leadership positions. Supports the development of and monitors the effectiveness of training programs for the Guest Services department. Sets standards and criteria for the promotion of guest services team members.
• Holistic oversight and strategic planning, driving the synergies between Guest Services/Front Desk and Housekeeping teams
• Drives and owns the analysis, development and implementation of new guest services concepts and service initiatives
• Meets and exceeds all existing guest service/experience metrics
• Design, implement and lead a world class, high performing, consumer and third party (trade) facing customer service operations
• Tracks and measures new business trends and adjusts business model to accommodate.
• Drives profitable growth using a strong analytical and fact-based approach to support sales, marketing and revenue management strategies and alignment.
• Focuses on continuous coaching, training and improvement of the wide and diverse team
• Designs for the future by creating a vision that drives strategies to achieve corporate yield and profitability objectives.
• Ensures a global perspective is central in all strategies in order to support market growth opportunities.
• Creates a global guest/partner centric environment with a deep knowledge of both.
• Recommends and liaises with IT to ensure constant and consistent improvement of reservation tools and systems.
• Harnesses the power of the enterprise to garner corporate wide support and alignment to achieve commercial objectives.
• Manages, fosters and strengthens corporate relationships to achieve teamwork and collaboration. Focus on positioning the team to meet revenue targets, guest satisfaction, operating margin, and unit cost
• Leads with passion, drive, and energy to inspire and motivate guest service leadership team with a roadmap to achieve all KPIs.
• Model statesmanship and represent the company at various industry events.
• Manages vendor relationships.
• Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.

JOB REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in business, finance or hospitality management required or equivalent work experience.
• Five years of extensive Hotel/Resort/Cruise guest service management within a hospitality environment
• Large Timeshare, Large Resort experience (preferred)
• Strategic planner, with an innovative, hands-on, practical management approach
• Ability to provide leadership and motivation to team members in pursuit of company goals
• Works independently and resolves questions from resort and executive management
• Cultivates an environment whereby the resort management team is motivated, knowledgeable and proactive.
• Flexibility to travel on short notice for operational visits. More than 50% resort travel likely
• Strategic-forward thinking skills that will be making decisions on a daily basis in order to provide teams with necessary information to accomplish business needs
• Strong motivation and inspirational leadership skills
• Exceptional interpersonal, communication and listening skills
• Strategy development and the ability to communicate the strategy. Keen focus on continuous improvement and challenging the status quo to influence teams to improve the client experience in the most cost-effective manner
• Excellent understanding of leading-edge industry initiatives and ability to lead cross functional teams in the implementation of those initiatives
• Financial acumen and the ability to manage very significant revenue and distribution costs
• Sales skills including negotiation account management, account penetration and strategic selling
• Marketing skills including custom product and package development, brand positioning and strategy
• Ability to grasp/learn complex concepts quickly and independently

SUPERVISORY RESPONSIBILITIES
Directly supervises team of approximately 27 Front Office Leaders and carries out responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include, but are not limited to, training, planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

PHYSICAL DEMANDS

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

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 team members of the organization.

MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITIES
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to define problems, collect data, establish facts, and draw valid conclusions.

WORK ENVIRONMENT
The majority of the work involved in this position will be conducted from an office or other field office. The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job.

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.