Guest Services Supervisor

2 weeks ago


Kissimmee, Florida, United States Westgate Resorts Full time

Company Overview:
Pay rate: $18 / hour - Access your earnings as needed with our Daily Pay benefit.

Westgate Vacation Villas & Town Center Resort features over 3,000 accommodations, providing a unique opportunity to connect with guests from around the globe who visit Central Florida's renowned theme parks and attractions.

Experience the exceptional amenities of our resort, including 14 heated outdoor pools, 14 hot tubs, and the impressive Shipwreck Island Water Park.

Position Summary: As a Guest Services Supervisor, you will guide our front desk team to ensure that every guest's experience begins and concludes with a positive and unforgettable impression of our resort.

Supervise and mentor front desk agents to deliver outstanding customer service and operational excellence.
Address guest inquiries, complaints, and requests promptly and professionally, ensuring a high level of guest satisfaction.
Oversee daily front desk operations, including check-in/check-out processes, room assignments, and reservation management.
Schedule and manage front desk staff, ensuring adequate coverage at all times.
Monitor and manage financial transactions, including room charges, payments, and cash handling.
Serve as the primary point of contact for front desk-related issues, facilitating effective communication between departments.
Conduct regular audits of front desk procedures and performance to ensure adherence to company standards and policies.
Address and resolve any operational or guest issues that arise, implementing solutions and preventing recurrence.
Assist with special requests, such as making restaurant, transportation, or entertainment reservations and arranging tours.

Qualifications: To thrive in this role, you must embody our core values of integrity, passion, and a strong work ethic.

These values are essential to our success, and we seek someone who shares our commitment.
Proven experience in a supervisory role within the hospitality industry, preferably at the front desk.
Strong leadership skills with the ability to motivate and manage a team effectively.
Excellent customer service skills, with a focus on creating a welcoming and positive environment for guests.
Exceptional organizational and multitasking abilities, with a keen eye for detail.
Strong written and verbal communication skills, capable of interacting with team members and guests at all levels.
Proficiency in hotel management software and front desk operations.
Ability to lift up to 15lbs and stand for long periods.
Additional Benefits:
Paid Time Off (PTO) – vacation, sick, and personal
Paid Holidays
401K with generous company match
Access to your pay as needed with our Daily Pay benefit
Family benefits including pregnancy, 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 Members (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
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.



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