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Breckenridge Grand Vacations · 1 week ago

Marketing Guest Services Supervisor

Breckenridge,CO,US

Full-time

Onsite

New Grad, Entry Level

$23.45/hr - $27.60/hr

0+ years exp

Breckenridge Grand Vacations is a locally owned resort developer with a 40-year history in Summit County. As a Marketing Guest Services Supervisor, you will ensure exceptional hospitality and quality assurance throughout the guest journey while leading a team to resolve complex challenges and improve processes.

ConstructionReal Estate

Culture & Values

Responsibilities

Perform daily, weekly, and monthly quality assurance audits of bookings, confirmations, cancellations (no-shows), and guest tour experiences

Monitor and evaluate staff phone calls and written communications for accuracy, consistency, quality, and professionalism

Identify trends in errors and guest complaints; develop and present regular reports on findings to management

Act as a primary resource for resolving complex guest service and reservation challenges, performing root-cause analysis to implement permanent solutions

Assist with delegating daily work tasks and checking the work of Marketing Guest Services staff to ensure quality control

Provide coaching feedback and support individual staff development based on audit results and performance trends

Act as a backup trainer and collaborate with management to onboard new department staff

Ensure all staff are properly trained and compliant with phone systems, software, scripts, and email protocols

Utilize reporting tools (e.g., Tableau) and collaborate with Data Analysts to track department metrics and performance

Manage and ensure accountability for communications within the Customer Service email inbox

Assist management in responding to guest feedback from post-survey responses

Uphold and model all company hospitality standards, policies, and core department procedures

Qualification

Quality assuranceMicrosoft Office SuiteAnalytical skillsCoachingCustomer relationship managementHospitality experienceCommunication skillsProblem-solving skillsAttention to detail

Required

High school diploma or general education degree (GED)

Minimum of 1 months of related experience in supervision, quality assurance, customer service, or training (or an equivalent combination of education and experience)

Advanced proficiency in Microsoft Office Suite (Outlook, Word, Excel)

Strong ability to speak, read, write, and interpret in English

Proven ability to handle a high volume of work with accuracy and attention to detail

Excellent verbal and written communication skills, with the ability to provide clear feedback and remain professional in challenging situations

Demonstrated analytical and problem-solving skills to identify trends and perform root cause analysis

Ability to sit at a computer workstation and perform repetitive motions for the majority of the workday

Preferred

Previous experience in a quality control, audit, or compliance role within a hospitality, contact center, or sales environment

Experience using customer relationship management (CRM) software, call monitoring systems, and data visualization tools (e.g., Tableau)

Proven track record of coaching or mentoring team members to improve performance

Familiarity with timeshare, vacation ownership, or a similar high-touch service industry

An associate's or bachelor's degree in Business Administration, Communications, Hospitality, or a related field

Benefits

Health, vision, and dental insurance plans

Company-paid life insurance coverage

Voluntary Life and Accidental Death/Dismemberment Insurance

HSA and FSA-Dependent Care Accounts

Retirement plan

Generous paid time off (PTO) and sick leave to support work-life balance

Volunteer Time Off - Paid opportunities to give back to Summit County

Bereavement leave

Biannual bonuses

Tuition Reimbursement Program

Employee Wellness programs to support physical and mental health

Lifestyle perks: Ski/Rec center pass loan programs, lodging and gear discounts, sporting/concert event tickets, pet insurance partner discounts and access to Summit Medallions: Occasional-use transferable passes for access to 6 premier resorts (A-Basin to Vail) via owners’ program