Field Assistant Manager

Company Description

On Property Parking Available at our NEW Eagles Landing Team Member Parking lot!

About Westgate Smoky Mountain Resort & Spa
Adjacent to Great Smoky Mountains National Park, the most-visited national park in the country, Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee, provides an amazing work environment with refreshing mountain breezes and spectacular views of the beautiful Great Smoky Mountains. As a member of the Westgate Smoky Mountain Resort team, you will meet and engage with guests who have arrived to enjoy all the Great Smoky Mountains have to offer and help them experience our world-class amenities such as the state-of-the-art Wild Bear Falls water park.

Job Description

The primary purpose of the Field Assistant Manager role is to assist the Manager and the OPC Specialists. This individual will be passionate about growing and developing their teams, improving team cohesiveness and productivity. The individual will build and maintain strong relationships with all OPC Specialists, location Managers, and other location personnel.

Duties

• Directly supervises team of approximately 1-10 OPC Specialists.
• Understand the availability of tour flows at the various resorts to efficiently direct the tours accordingly.
• Keep Track of open shifts and make every effort to fill each open shift.
• Ensure OPC Specialists are properly attired and supplied with brochures, signs, and I Love Orlando.
• Conduct continuous training for OPC Specialists to help them improve their presentation and closing tactics.
• Maintain well-kept and clean booths with prepared signage Be vigilant of any unauthorized materials or activities in our booths, (selling tickets, wrong maps, other resort invites, etc.)
• Assist in refunding guests and be aware of any locations with above-average cancellations. Establish good working relationships with the management of our locations.
• Mediate problems that arise between OPC Specialists, location staff, and upset guests.
• Make sure OPC Specialists are working within our guidelines at our locations and that the location management is satisfied with our company’s efforts.
• Provide updated information on any changes to the qualifications, resort times, transportation, gift offers, and new programs.
• Continuous training of OPC Specialists helping improve their presentations and closing tactics.
• Regularly monitor production metrics such as VPG (Volume per Guest), cancellations, refunds, NQs (Non-Qualifies), and no-shows. Maintain payroll statements to ensure all units are paid properly and address erroneous chargebacks and VPG rates.
• Stay informed about the competition, including their gift offers, qualifications, locations, and rates.
• Proficient in word processing and spreadsheet software.
• Focused on accuracy and able to meet deadlines.
• Previous supervisory experience is preferred.

To excel 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 are looking for someone who shares out commitment.

Qualifications

• Bachelor’s degree from a four-year college or university; or one to two years related experience and/or training; or an equivalent combination of education and experience.
• High school diploma or general education degree GED.
• The Team Member must regularly lift and/or move up to 50 pounds.
• Follow instructions without close supervision.
• Must be able to work weekends and holidays as needed.
• Required to pass a background screen, drug test, and prove eligibility to work in the United States.

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.