Resort Services Operator

Westgate Resorts•Kissimmee, FL

9d•Onsite

About The Position

As a Resort Services Operator, you will be responsible for consistently meeting all departmental standards, including quality assurance monitoring percentages, standardized greeting, and call handling protocols. You will maintain standards as outlined by management on service, delivery, and quality of call content. Your role involves answering, screening, and routing calls, producing reports on call details, supplying information to callers, and recording messages. You will also maintain necessary systems for wake-up calls, place wake-up calls, make nightly courtesy calls, and receive, log, and secure guest and internal mail/packages/faxes. Additionally, you will maintain and share information on business changes with co-workers and utilize desktop software applications to provide service support for call volume at each specific location, including the on-line telephone directory. Other duties may be assigned.

Requirements

Excellent communication skills
Able to read, write and speak English fluently
Able to work weekends and holidays
Able to work PM shift (ex: 3-11pm)
2 years of relevant telephone experience in the customer service area.

Nice To Haves

Experience in hospitality

Responsibilities

Consistently meet all departmental standards including quality assurance monitoring percentages provided by management, the use of standardized greeting, and call handling protocols.
Maintains standards as outlined by management on service, delivery, and quality of call content.
Answers, screens, and routes calls including inbound and internal calls.
Produces reports on request of call detail by department, extension, group, or location.
Supply information to callers and records messages.
Maintain necessary automated systems and manual processes to insure delivery of wake-up calls.
Placement of wake-up calls.
Make nightly courtesy calls as directed.
Receive, log, and secure all guest & internal mail/packages/faxes.
Maintains and shares information on business changes with co-workers.
Utilizes desktop software applications to provide service support for call volume at each specific location. This will include the on-line telephone directory.
Other duties as assigned.

Benefits

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 After 1 Year of Service
Career Growth and Advancement Opportunities
Community Involvement – Give Back and Make an Impact