ABOUT WESTGATE RESORTS
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!

The Resort Operations Analyst (Associate Industrial Engineer) will report to the Director, Guest Experience Measurement and Analytics and support operations productivity and performance improvement efforts across Westgate Resorts. A key focus for this role will be to manage a new housekeeping incentive program by compiling and analyzing datasets of team member productivity from several systems. Utilizing internal software and analytical skills, the individual will track, analyze and report metrics relevant to program efficiency and performance. This position will work alongside of business leaders to communicate trends and provide recommendations for improvement.

In additional, this role will continue to support process improvement efforts across Westgate Resorts. Aid in determining the most efficient ways to best utilize people, information, and resources to provide world class service. Deliver real improvements that positively impact the company's performance through a combination of expertise in quantitative methods and experience across all business functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Utilize industrial engineering and business analytics tools (e.g., probability and statistics, process flow analysis, mathematical optimization, relational databases, etc.) as appropriate to improve operational efficiency. Can include obtaining data using database query tools; Perform data mining and data analysis using statistical tools and methodologies; Establish key performance tracking metrics and monitor ongoing performance.
• Responsible for running regularly (daily, weekly, bi-weekly) scheduled reports and conduct in-depth analysis to accurately analyze team member productivity and eligibility resulting in bi-weekly incentives.
• Assist in organizing data, identifying issues and proposing solutions with assignment timelines.
• Track productivity trends and alignment with incentive payouts, provide analytical insight on stretch yet attainable operations goals, and ensure payout are aligned with financial targets/budgets.
• Conduct regularly scheduled meetings, on a national level, with all HotSOS superusers to ensure proper usage and address any questions/concerns property may express.
• Create easy-to-understand data reports for all resort operators as needed.
• Lead and organize both proactive and reactive research efforts and make business specific recommendations to management about relevant Operations trends as it pertains to team member performance and incentives.
• Support and provide in-person or virtual consultation for the improvement of incentive processes and operating efficiencies at all resorts including increased productivity, time management, effective use of resources and customer service in cooperation with learning and development.
• Support the improvements of all reported key performance indicators on a national level.
• Develop new reporting and interpretation of new data based on business needs.
• Partner with business leaders on new initiatives including new systems, program enhancements, metric/dashboard development and KPI development.
• Aid in the development and delivery of business cases & presentations to be presented from front line stakeholders to executive leadership.
• Other duties may be assigned.

• Travel industry experience is essential; Call Center, Timeshare and/or Hospitality analysis/accounting experience.
• Experience in hospitality work order management software and/or HRIS software.
• Organizational, relationship, interpersonal, troubleshooting, attention to detail, time management, priority management, and multi-tasking skills.
• Proven ability to work independently and within a team.
• Ability to interact well with fellow team members and leadership from other resorts and departments.
• Proven strong PC skills including spreadsheets and databases.
• Preferred knowledge and experience using data querying tools (e.g., SQL) and business intelligence/dashboarding software tools (e.g., Tableau).

ADDITIONAL RESPONSIBILITIES

Uphold Westgate’s Core Values: Integrity, Passion, and Work Ethic. These core values set the tone in everything we do at Westgate. They help us succeed in and out of the workplace, while making a difference in the community and providing the best guest experience to our owners and guests.

SUPERVISORY RESPONSIBILITIES

Team member has the autonomy to make unilateral decisions that fall within the guidelines of the department.

QUALIFICATIONS

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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• Bachelor’s degree (B.A. or B.S.) from a four-year college or university; or five years related experience and/or first-hand training.
• Preferred education in Industrial Engineering / Statistics / Mathematics / Finance or other scientific disciplines.
• Preferred prior experience performing operational analyses for hotels/resorts, retail/dining/entertainment venues, theme parks, etc.

LANGUAGE SKILLS

Must speak and write fluently in English. Spanish is a plus. Ability to read and comprehend written/spoken instructions, short correspondence and memos. Ability to write and issue correspondence to team members. Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to apply concepts such as percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to define problems collects data, establish facts, and draw valid conclusions. Ability to interpret and extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

N/A

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

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.