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. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company.
• 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 a 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.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Experience
• 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
This position carries full supervisory responsibility for the entire Gift Room team. The Manager is directly responsible for motivating, training, evaluating, rewarding, and disciplining all subordinate Team Members, including Gift Room Leads and Assistant Managers, to achieve departmental goals and uphold company standards.
Why Westgate?
Westgate Resorts is an Equal Employment Opportunity employerAll 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.
This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.
We are proud to be recognized by U.S. News & World Report as one of the Best Companies to Work For. This award reflects our ongoing commitment to creating a positive, supporting, and rewarding workplace where our Team Members can grow and thrive. At Westgate Resorts, we believe our people are the heart of everything we do - and this honor is a testament to their passion, integrity, and work ethic.
Westgate Resorts is a diversified hospitality company headquartered in Orlando, Fla., featuring the largest privately held timeshare resort club in the world and a portfolio of more than 60 resort properties. The company offers spacious villa accommodations, world-class amenities, and family-friendly destinations in sought-after locations such as Orlando, Las Vegas, Gatlinburg, Park City, and Myrtle Beach. In 2025, the company expanded its footprint with the addition of VI Resorts by Westgate, enhancing its presence in the Pacific Northwest, Hawaii, Canada, and Mexico. Since its founding in 1982, Westgate has focused on creating memorable vacations and delivering exceptional service, while maintaining a commitment to innovation, hospitality, and community engagement. Whether guests are seeking relaxation, adventure, or a combination of both, the company’s 9,000 Team Members provide personalized and value-driven getaways tailored to every traveler’s needs.
Our Mission:
We create meaningful vacation experiences that bring families together, foster connection, and build cherished memories for a lifetime.
Social Responsibility:
We strive to be successful within the confines of ethical and moral standards to uphold the quality of our natural environment and community. The health and safety of our owners and team members is paramount.
Westgate Resorts also operates the Westgate Resorts Foundation, which was started in 2001 and has since grown to provide assistance to more than 250 charities and causes in communities where Westgate Resorts team members live and work.
