Job Details

Pbx Dispatch Agent

At Sandestin Golf & Beach Resort, every day brings something newwhether it's helping guests with a surprise request, coordinating with our amazing housekeeping and engineering teams, or making sure nearly 1,000 vacation rentals run smoothly. You won't just be working behind the scenesyou'll be the hub of communication that keeps the resort running like clockwork. Plus, you get to do it all while being part of a friendly team in one of the most beautiful resort destinations in Northwest Florida!

The Pbx Dispatch Agent plays a vital role in ensuring seamless communication and coordination between departments at a large-scale vacation rental resort with just over 1,000 units. This position manages internal and external communications, dispatches service requests, and coordinates workflow to ensure timely and efficient service deliverydirectly enhancing the guest experience. The role requires providing friendly, courteous service in line with Sandestin standards and procedures. This is an onsite position.

Essential Duties And Responsibilities

1. Maintain a clean and organized work area.
2. Create a favorable and professional impression with attentive, positive guest and colleague interactions.
3. Answer all calls using current Sandestin phrasing; maintain updated scripting records.
4. Use Zingle by Medallia to communicate with guests and owners via text messaging, ensuring timely responses.
5. Monitor Zingle traffic to identify trends, FAQs, and areas for improvement in communication.
6. Manage radio and electronic communication between housekeeping, engineering, and other departments.
7. Enter maintenance and housekeeping requests/complaints into Breezeway promptly; follow up to ensure completion and guest satisfaction.
8. Monitor and prioritize service requests through the resort's work order system.
9. Dispatch work orders to housekeeping and engineering based on urgency and availability.
10. Coordinate with housekeeping for room turnovers, special cleaning requests, and room readiness.
11. Communicate with front desk and guest services to update room status, maintenance activities, and guest needs.
12. Work with housekeeping and engineering to block units in the system for repairs, maintenance, or vendor services.
13. Schedule service in a way that minimizes guest disruption and maintains smooth operations.
14. Resolve guest concerns by coordinating with appropriate departments; use the Service Recovery Log and LEARN model.
15. Direct calls and messages for Sandestin staff to the correct extensions.
16. Ensure PM shift responsibilities are completed when the supervisor is absent.
17. Maintain efficient filing systems and updated paging/cell contact lists.
18. Work flexible shifts as required by resort business needs.
19. Perform other duties as assigned.

Additional Responsibilities

• Support special projects and initiatives as assigned.
• Represent the resort professionally in community and industry events.
• Collaborate as a team player across all departments.
• Provide constructive feedback to colleagues and departments.
• Act as a positive role model and leader to other employees.
• Carry out any responsibilities assigned by Ownership or Senior Leadership.

Education And Experience

• High school diploma or GED required.

Required Skills

• Strong verbal and written communication skills.
• Ability to work in a team environment with minimal direct supervision.
• Basic computational and computer skills; knowledge of accounting programs and budget analysis helpful.
• Supervisory and organizational skills to effectively communicate and direct staff.
• Ability to analyze complex information, develop solutions, and make decisions with limited guidance.

Physical Demands

• Primarily indoor work in a controlled environment; occasional outdoor tasks.
• Ability to sit at a desk for up to 5 hours; walking and standing required for remainder of shift.
• Ability to lift up to 50 lbs. occasionally and push/pull up to 250 lbs.
• Frequent bending, stooping, squatting, and stretching.
• Continuous talking, listening, and near vision required to communicate and monitor systems.
• Manual dexterity required to operate office equipment (computers, phones, printers, photocopiers, etc.).

EOE M/D/F/V