Gift Room Manager

Requirements

• Lead and develop all Gift Room staff, including Leads and Assistant Managers.
• Assume full responsibility for hiring, training, evaluating, rewarding, and performance management in accordance with company policies.
• Prepare and manage staff schedules to ensure adequate coverage for all shifts, including arranging for vacation and sick time coverage.
• Own, maintain, and continuously improve the official Gift Room training manual and Standard Operating Procedures (SOPs) to ensure all clerks are confident and proficient in their duties.
• Foster a motivated and professional team environment grounded in the philosophy of accuracy and excellent guest service.
• Oversee and ensure the accuracy of all daily and weekly audits of Gift Room transactions, including Manifested Tours, Owner Referrals, and walk-in ticket sales.
• Manage and assume ultimate responsibility for the security of all Gift Room assets, including the control and maintenance of all ticket and certificate inventory.
• Supervise the auditing and balancing of all cash banks at the beginning and end of each clerk's shift and manage the relationship and procedures for bank deposits.
• Process and verify all daily paperwork and receipts for corporate records, ensuring Point-of-Sale (POS) paperwork is submitted as required for record keeping.
• Function as the primary liaison between the Gift Room and the Sales, Marketing, Contract Processing, and Deeding departments to drive efficiency, accuracy, resolve issues, and ensure seamless guest experience.
• Manage the setup and distribution of new premiums and gift items, including vendor communication and contract upkeep as needed.
• Utilize marketing reports and POS data to analyze team performance, identify trends, and implement strategies for improving accuracy and ticket sales.
• Other duties as assigned.
• 1-3 years' experience in a customer service-related field.
• Education & Certifications
• High School diploma or General Education Diploma required.
• Associate or Bachelor's degree in Business Administration or other related field is preferred.
• Skills/Knowledge
• Proven leadership and team motivation skills.
• Exceptional internal and external customer service skills.
• Highly organized with superior time management abilities and the capacity to meet strict deadlines.
• Strong analytical skills with the ability to define problems, collect data, and draw valid conclusions from reports and operational statistics.
• Proficient in Microsoft Word and Excel.
• Proficient in Point-of-Sale Systems.
• Travel Requirements
• May be required to travel for training or meetings.
• Supervisory Responsibilities
• Why Westgate?
• Comprehensive Health Benefits - Medical, Dental, and Vision Coverage
• Paid Time Off - Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay - Access Your Earnings When You Need Them
• Family-Focused Benefits - Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) - Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program - Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• NEW! David A. Siegel Legacy Scholarship - Up to $40,000 for Team Members' Dependents
• Career Growth and Advancement Opportunities
• Community Involvement - Give Back and Make an Impact

Benefits

Additional Information

Gift Room Manager - Gatlinburg, TN | Full‑Time | $50K - $62K annually (depending on experience)

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