Sales Support Director

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.

The Sales Support Director plays a critical role in driving operational excellence and supporting the

success of the timeshare sales team. This position oversees all sales support functions, ensuring

seamless coordination between marketing, sales operations, and customer service to maximize

efficiency and revenue. The Director is responsible for managing administrative processes, optimizing

tools and resources, and providing strategic guidance to enhance the overall sales experience for both

internal teams and clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Leading and developing a high-performing sales support team.

• Streamlining processes to improve efficiency

• Collaborating with sales leadership to identify opportunities for growth and operational

improvements.

• Managing reporting, analytics, and performance metrics to support data-driven decisions.

• Ensuring adherence to company policies, regulatory requirements, and brand standards.

• 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.

• Strong leadership skills

• Exceptional organizational skills

Experience

• Minimum of 5 years of experience in sales operations or support within the timeshare industry

• Proven track record in leadership roles

Education & Certifications

• 10+ years of experience in sales administration, with at least 5 years in a senior leadership role.

Demonstrated success in strategic planning and achieving measurable business outcomes.

Skills/Knowledge

• Deep understanding of the timeshare industry to deliver outstanding support that empowers sales

teams and enhances customer satisfaction.

• Strong understanding of timeshare sales process, contract administration and compliance

regulations

• Leadership and team development

• Excellent communication and interpersonal skills for cross functional collaboration

Travel Requirements

• Ability to travel as needed to support regional sales teams

• Flexible schedule to accommodate business needs, including weekends or holidays during peak

seasons

SUPERVISORY RESPONSIBILITIES

• Oversee multiple teams or department leaders, focusing on goals and strategic planning.

• Directly manage and develop the Sales Support team, including customer service host/hostess,

tour desk agents, administrators, and sales support managers.

• Provide coaching, mentoring, and performance feedback to ensure Team Members meet or

exceed service and compliance standards.

• Oversee workload distribution and scheduling to maintain efficiency and timely support for sales

operations.

• Conduct regular team meetings to communicate goals, updates, and best practices.

• Ensure adherence to company policies, regulatory requirements, and ethical standards within the

team.

• Partner with other departments such as HR, Talent Acquisition, onboarding, and training for new

Team Members.

• Drive a culture of accountability, collaboration, and continuous improvement.

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.

• Role may involve standing for extended periods, walking guests through resort facilities

• While performing the duties of this job, the Team Member is regularly required to talk or hear. The

Team Member frequently is required to stand, walk and sit.

• The Team Member is occasionally required to use hands to feel or reach.

• The Team Member must occasionally lift and/or move up to 10 pounds

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos.

• Ability to read and understand job-related materials (e.g. instructions, signs, forms). Ability to

complete basic written communication such as forms, emails, or reports

• Ability to read, write, and speak clearly in English in a business or customer-facing environment

• Comfortable with tailoring communication style to different audiences

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common

fractions, and decimals.

• Ability to work with mathematical concepts such as percentages, ratios, proportions, and basic

algebra. Familiarity with statistics, including averages, frequency distributions, and basic

probability. Able to apply these concepts to practical work tasks and data analysis.

REASONING ABILITIES

Ability to apply common sense understanding to carry out written or oral instructions. Ability to define

problems, collect data, establish facts, and draw valid conclusions.

• Ability to independently analyze complex situations, identify patterns and trends, and evaluate

multiple options for solving complex or ambiguous problems. Ability to adapt to changing

circumstances.

• Conflict resolution to mediate and resolve conflicts within the workplace between departments or

Team Members

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a team member

encounters while performing the essential functions of this job.

• Noise Level: High

• Fast-paced environment

• Schedules that may often include evenings, weekends, and holidays

• High-energy environment where meeting sales goals and delivering exceptional guest

experiences are equally prioritized

• Professional dress and demeanor required to represent the brand

• The work schedule may be modified at any time, with or without notice.

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

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 [email protected] 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.