Job Details

PBX Operator/Dispatch Agent

The PBX Operator/Dispatch Agent will serve as the primary point of contact for internal and external communication. This role is responsible for answering calls, providing information, and dispatching service requests to various departments efficiently and courteously. The operator must ensure prompt and accurate routing of all requests while maintaining a professional demeanor in a fast-paced environment.

Key responsibilities include:

• Answering incoming internal and external calls, providing accurate information or directing the caller to the appropriate department.
• Handling all guest and team member service requests, ensuring they are logged and dispatched promptly.
• Maintaining communication with housekeeping, maintenance, security, and other departments for swift resolution of guest needs.
• Dispatching requests to appropriate departments using the resort's communication and service request software.
• Monitoring radio communication channels, responding to emergency calls and service requests as necessary.
• Assisting in handling guest inquiries and complaints via phone, providing solutions or escalating issues to management.
• Ensuring all calls are logged accurately and follow up on unresolved issues.
• Coordinating emergency services if required, and informing relevant departments during critical situations.
• Maintaining knowledge of resort activities, promotions, and local attractions to assist with guest inquiries.
• Performing clerical duties such as filing, record-keeping, and other administrative tasks as needed.

Qualifications include:

• High school diploma or equivalent required.
• Previous experience in a PBX or dispatch role is preferred but not required.
• Strong communication and customer service skills.
• Ability to multitask and work efficiently in a fast-paced environment.
• Proficiency in using communication systems, radios, and phone systems.
• Familiarity with resort or hospitality operations is a plus.
• Must be able to handle stressful situations calmly and professionally.

Physical requirements include:

• Must be able to sit for extended periods while operating phones, radios, and computers.
• Occasional walking or standing may be required when assisting with communication equipment or tasks.
• Manual dexterity is necessary for typing and using communication devices.
• Must be able to hear and respond to communications via phone and radio.

Work environment includes:

• This position operates in an indoor office setting with continuous phone and radio communication.
• The PBX Operator/Dispatch Agent must maintain a calm and controlled environment, especially during high-demand periods or emergencies.

EOE M/D/F/V