Gerente Servicio al cliente division de hoteles

Position Summary

ResortCom International is seeking a motivated and highly skilled Client Services Account Manager to join our dynamic team. In this role, you will be responsible for managing and nurturing client relationships, ensuring exceptional service delivery, and driving client satisfaction. You will act as the main point of contact for key clients and will be instrumental in ensuring that projects are completed on time, within scope, and aligned with client goals. The ideal candidate will possess excellent communication, problem-solving, and project management skills.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the main point of contact for assigned clients, building and maintaining strong, long-term relationships.
• Understand clients' business goals and expectations, offering strategic input to enhance outcomes and service experience.
• Proactively identify and resolve client concerns, escalating appropriately to whom and when needed.
• Manage multiple client accounts simultaneously, ensuring deliverables are met on time and within budget.
• Collaborate closely with the Hotels Division to align service delivery with client needs and drive high performance.
• Facilitate clear communication between clients and internal departments to ensure alignment on projects, updates, and priorities.
• Oversee the planning, execution, and quality delivery of client-related projects, campaigns, and initiatives.
• Maintain detailed records of all client communications, timelines, deliverables, and approvals.
• Seek and incorporate client feedback to continually improve services and strengthen partnerships.
• Monitor Team performance, ensuring alignment with key client KPIs and satisfaction metrics.
• Generate and deliver performance reports and updates to clients on a recurring basis.
• Provide input into annual budgets, expectations, and forecasts.
• Stay proactive with resort teams to communicate real-time updates on promotions, offerings, and property happenings.
• Participate in regular hotel site visits and inspections with resort teams and Jio, maintaining up-to-date property knowledge.
• Coordinate and support resort-specific training for call center agents and new hires, ensuring they are equipped with current property information and service standards.
• Organize and collaborate on FAM (Familiarization) trips, ensuring agents and supervisors gain first-hand resort experience to improve product knowledge and sales effectiveness.
• Assist in identifying training needs based on client feedback or product changes and relay updates to the Hotels Manager for implementation.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Work Environment

The work for this position is conducted in an office environment. The noise level in this environment is usually moderate. Travel will be required to receive training, attend meetings and develop relationships with other professionals. Evenings and weekend work may be required based upon the workload.

Required Education and Experience

• High school diploma (or GED or High School Equivalence Certificate)
• Excellent organizational, multi-tasking and prioritizing skills
• Ability to work under pressure
• Knowledge of MS Office applications (Word, Excel and Outlook)
• Minimum of 5 years of leadership experience
• Minimum of 5 years working in a sales environment
• Must have prior contact center experience
• Excellent organization and time management skills
• Ability to quickly analyze information and create business plans

Preferred Education and Experience

• Bachelor's degree or equivalent experience
• Bilingual (English – Spanish)
• Previous Timeshare/Vacation ownership experience