Accounting, Best Practices, Call Center Operations, Coaching, Communication Skills, Conflict Resolution, Customer Experience, Customer Support/Service, Hospitality and Tourism, Leadership, Marketing, Metrics, Microsoft Office, Multitasking, Operational Strategy, Operations, Operations Management, Operations Processes, Organizational Skills, People Management, Performance Analysis, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Property Management, Quality Assurance, Rentals, Sales, Service Delivery, Staff Motivation, Team Lead/Manager, Team Player, Writing Skills
Join Vacatia and Lead the Team Delivering Exceptional Owner Experiences
Location: Las Vegas, NV
Vacatia is an innovative hospitality company reinventing the vacation rental and ownership experience across discovery, booking, resort operations, and owner services. Founded in 2013, Vacatia has grown into a leading hospitality platform serving nearly half a million owner families and managing more than 55 resorts across premier leisure destinations nationwide.
We are seeking an experienced Owner Services Supervisor to lead and support our Owner Services & Reservations team in Las Vegas. This role is ideal for a hospitality professional who thrives in a fast-paced environment, enjoys developing teams, and is passionate about delivering exceptional owner and guest experiences. As a key leader within Member Services, you will oversee daily operations, coach team members, resolve escalated concerns, and ensure service excellence across all owner interactions.
Why You'll Love Working at Vacatia
- Build the Future: Help shape the owner experience for thousands of vacation owners by leading a team that delivers exceptional service and support throughout every stage of their ownership journey.
- Impact That Matters: Your leadership directly influences owner satisfaction, team performance, and the overall success of our resort operations.
- Innovation at Scale: Work with evolving technology platforms, reservation systems, and service processes that support a growing national hospitality portfolio.
- Autonomy and Ownership: Take ownership of departmental operations, make meaningful decisions, and contribute ideas that improve efficiency and service delivery.
- Culture of Growth: Join a collaborative environment that values leadership development, continuous learning, and career advancement opportunities.
Your Impact
- Supervise the daily operations of the Owner Services & Reservations Department.
- Lead, coach, and support team members to achieve service and performance goals.
- Serve as the primary escalation point for complex owner and guest concerns.
- Act on behalf of the Reservations Manager during absences and ensure operational continuity.
- Conduct team meetings, coaching sessions, and departmental communications.
- Monitor departmental workflows, service levels, and productivity metrics.
- Collaborate with Front Desk, Sales, Accounting, Marketing, and Corporate teams to resolve issues and improve processes.
- Assist with scheduling, staffing adjustments, and workload management.
- Support quality assurance initiatives through performance monitoring and coaching.
- Drive process improvements that enhance operational efficiency and the overall owner experience.
- Champion new policies, procedures, technology enhancements, and company initiatives.
What You Bring
- 2–3 years of supervisory experience in hospitality, reservations, owner services, customer service, or call center operations.
- Proven ability to lead teams, motivate employees, and drive performance.
- Strong customer service, conflict resolution, and problem-solving skills.
- Experience handling escalated owner or guest concerns with professionalism and sound judgment.
- Excellent verbal and written communication skills.
- Strong organizational skills with the ability to manage multiple priorities simultaneously.
- Comfortable learning and implementing new technology platforms and operational processes.
- Proficiency with Microsoft Office Suite and reservation or property management systems.
- Ability to work collaboratively across multiple departments and levels of the organization.
Preferred Qualifications
- Timeshare, vacation ownership, resort operations, or hospitality industry experience.
- Experience leading reservations, owner services, or guest services teams.
- Knowledge of hospitality service standards and customer experience best practices.
Join Us
If you're a service-focused leader who enjoys coaching teams, solving challenges, and creating memorable owner experiences, we'd love to hear from you.
Join Vacatia and help lead the teams that deliver exceptional service to owners and guests every day.
Ready to join Team Vacatia? Apply today.