Resort Services Operator

Westgate Resorts•Kissimmee, FL

7d•Onsite

About The Position

The Resort Services Operator (PBX) is responsible for managing incoming and outgoing calls, delivering accurate information, and supporting communication across the resort. This role also handles guest and internal mail, packages, and reports to ensure smooth daily operations. Ideal candidates are detail focused, customer service driven, and comfortable working in a fast paced environment. You will demonstrate Westgate’s core values of Passion, Integrity, and Work Ethic in every interaction with guests and team members.

Requirements

1-2 years of relevant telephone experience in the customer service area.
Ability to utilize effective communication, note-taking, and reporting.
Basic knowledge of desktop software applications.
Ability to maintain accuracy while handling high call volumes.
Available for overnight schedule (3:30 PM – 12:00 AM)
Able to work nights, weekends, and holidays.
Required to pass a background check, drug test, and prove eligibility to work in the United States.

Nice To Haves

Experience in hospitality

Responsibilities

Consistently meet departmental standards including quality assurance scores, greeting standards, and call handling protocols
Answer, screen, and route incoming and internal calls efficiently
Maintain high standards of service, accuracy, and professionalism on every call
Provide information to callers and accurately record and deliver messages
Generate call detail reports by department, extension, group, or location as requested
Maintain systems and processes to ensure timely wake up call delivery
Perform wake up calls and nightly courtesy calls as directed
Receive, log, and secure guest and internal mail, packages, and faxes
Maintain and communicate updates on business changes with team members
Utilize desktop systems and directories to support call volume and guest needs
Perform other duties as assigned

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
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
Career Growth and Advancement Opportunities
Community Involvement – Give Back and Make an Impact