Center Manager

Company Description

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 purpose of the Center Manager (CM) is Customer Service and Sales support for the Corp Marketing Road Program’s Welcome Centers. The Center Manager provides one-on-one general supervision and training of Management Team and Marketing Consultants (OPC) personnel assigned to the location. Is active at all times in the recruitment of personnel. Supervision of Center operations at all times. The 

Essential Duties and Responsibilities

Center Manager (CM) is directly responsible for the following tasks/duties. Duties include but are not limited to the below tasks. Other duties may be assigned or removed based on business needs.

• Provide excellent Customer service and sales skills
• Liaison to Director with the operations of the Corp. Marketing Road Program
• Ensure Center is staffed at all times on a daily basis (during Centers operating hours 7 days) covering shifts for employees if needed
• Conducts one-on-one training of Management team and OPCs; daily
• Supervise training and train staff with Sales tactics provided by Corp. Marketing Road Program
• Provide performance and evaluation feedback to the Director to ensure continued improvement of Management and OPC staff; daily
• Direct supervision of Management and OPCs at daily intervals
• Provide input on the continued development of OPC sales tools, irregular intervals
• Provide input on the continued development of OPC sales scripts, irregular intervals
• Active recruitment of OPC; daily intervals while in the Center as well as being on the lookout for other avenues from which recruits can be obtained.
• Hiring and staffing Centers need per Director supervision, resumes and recruitment
• Supervise and maintain, All Center Operations on a daily basis including equipment, inventory, and supplies while ensuring the location is well-kept, clean, and maintained
• Keep Director appraised of any issues that arise from staff, vendors, or customers
• Schedules, Center reports, and additional paperwork requested by the Director on a timely manner
• Handle cash forms, Guidelines, policies, procedures, confirming cash amounts and reporting issues timely
• Arrange and book room nights, ticket sales and tours for guests that walk into the Centers
• Vendor/Maintenance interviews and performance for work to be performed under the Director's supervision

Supervisor Responsibilities
Directly supervises Management team \ OPC personnel by reporting to the Director in this area. Final management decisions are made by the Director. The position provides integral information necessary for the overall direction, coordination, and evaluation for the Management team and OPC personnel. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; recommending the rewarding and disciplining of team members to the Director; addressing complaints and promptly responding to and resolving problems with the Director’s approval. Maintaining and Supervising all Center operations on a daily basis.

Qualifications

Must have word processing and spreadsheet knowledge, have good communication skills, be a self-starter without extensive direction, work well with others, be organized, be focused on accuracy, and be able to meet deadlines.

Education and/or Experience

Bachelor’s degree from a four-year college or university; or two years or more related experience and/or training; or equivalent combination of education and experience. Managerial, sales, and Customer service from a previous company or Westgate Resorts.

Language Skills
Ability to read, analyze, and interpret common financial reports and documents. Ability to discern problem areas in the pitches of OPC personnel and re-direct said personnel to a more successful approach in speaking with the public. Ability to respond to common inquiries or complaints from customers or OPC personnel. Able to explain compensation calculations, gifting costs, etc. Ability to effectively present information to the Director, groups of trainees, and potential recruits. Ability to discern those qualities that would contribute to a successful recruit during the interview process.

Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

Reasoning Abilities
Ability to define problems, collect data, establish facts, and draw valid conclusions.

Physical Demands
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. These demands include those typical for a desk job/office-related work, specifically, with a vast amount of time spent standing/sitting at marketing counter talking with, presenting to, and listening to team members and customers. Some time is spent driving to the various sites for training and observation, and some walking is done in the retrieval of information and various documentation, etc. necessary for the Director to make appropriate evaluations for continued staff improvement. Further, some time is spent stooping, kneeling, or crouching in the filing of documents and the retrieval of filed documents. No climbing, balancing, tasting, or smelling is involved in any necessary job task related to this position. This job does not require that weight be lifted, or force be exerted, although from time to time, boxes of invitations and/or paper weighing approximately 50 pounds must be moved from one area to another, and in an effort to expedite processing or complete a job task, these items are moved appropriately. Close vision is required in completing detailed evaluation reports and in correctly completing guest invitations to tour the resort. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment
The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The majority of the time is spent working at the Marketing location and providing direct one-on-one training for OPC personnel. A portion of the time is spent working in a typical office environment consisting of team member-controlled temperature levels, with moderate standard office noise ranging from conversation to office machinery noise (typewriters, printers, copiers, fax machines, staplers, etc.). There is very little exposure to outdoor weather conditions except during travel outside the building and training/supervision conducted at OPC booth(s). Further, there is typical exposure to office fumes and/or airborne particles through ventilation systems. There is some exposure to moving mechanical parts such as computer keyboards, printers, copiers, and fax machines, etc., and any risk of radiation or electrical shock would come from this equipment as well.

Other duties may be assigned based on business necessities.

Additional Information

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 WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.