Dispatcher Hotel-Union

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

Dispatcher Hotel-Union

Job Code:

15408

Profile Title:

15408 Dispatcher Hotel-Union

Grade / Band:

Union - Hourly

FLSA Status:

Non-Exempt

As a Hotel Dispatcher, you will set the stage for guest experience with your welcoming smile and service. By understanding their  unique stories and needs, you will own their experience to create WOW memories they will carry with them far and beyond their  stay with us.

Actively seek to provide refined luxury service ensuring guest satisfaction

Answer Bell Desk phone and record guest requests

Facilitate bag handling for guests by dispatching bell persons efficiently

Maintain positive guest relations at all times and be familiar with all hotel services/features and local attractions/activities  to respond to guest inquiries accurately

Own all requests and complaints; resolve issues immediately and follow up to ensure the guest's satisfaction; handle calls  from guests, write requests for service on service call cards, punch card with a time stamp and place them in rotation for  the next available bell person to assist

Assist guest calls and dispatch bellmen to handle guest luggage for check in or check out.

Transfer callers to other departments as necessary

Organize convention groups by completing paper work, setting up bag pull times, calling the tour leader for information as  needed including bus times for pick up and room changes

Organize all laundry in and out by verifying names, room numbers, number of items and check for room changes

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma, GED or equivalent

Required

6+ Months of Prior Relevant Experience

Guest service experience

Required

6+ Months of Prior Relevant Experience

Experience handling multiple phone lines

Required

2+ Years of Prior Relevant Experience

Experience in a dispatch or call center environment

Preferred

Work varied shifts, to include weekends and holidays

Required

Experience in a AAA 5 diamond, Mobil 5 star, or Forbes hotel/resort setting

Required

Front Services experience

Required

Experience working in a similar resort setting

Required

Knowledgeable of various hotel systems such as Opera, HotSOS, GoConcierge, VIPr, Autocab, Autobells, CVPS, and others

Knowledge of handheld mobile application devices, multi-line phone and 2–way radio experience

Able to effectively communicate in English, in both written and verbal forms

Basic knowledge of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment,  i.e. telephone, copier, fax machine

Effective listening abilities with strong judgment skills

Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts

Maintain a professional, neat and well-groomed appearance adhering to company standards

Balancing

Bending

Carrying __pounds

Clear speech - simple

Clear speech - complex

Climbing

Crawling

Crouching

Distant vision

Driving - auto/van

Driving - limousine

Flexibility - upper body

Flexibility - lower body

Hearing/Listening

Kneeling

Lifting __pounds

Near vision

Normal vision

Pushing/Pulling

Reaching

Sitting

Standing - 5 hours minimum

Stooping

Typing __w.p.m.

Walking

Communication - verbal

Communication - written

Confined area

Contacts - works alone

Contacts - works around others

Contacts - works with others

Exposure to dust / dirt

Exposure to fumes / odors

Extreme cold

Extreme heat

Fast pace

Hazardous conditions - Chemicals

Hazardous conditions - high structures

Hazardous conditions - high voltage

Indoors

Noise levels - low to moderate

Noise levels - low to high

Office conditions

Outdoors

Restricted area

Shifts

Smoke

__% Travel

Vibration

Wet/Humid

Live Stream/ Video Recording

Analytical

Clerical

Comprehension

Crisis incidents

Customer service

Decision making

Fatigue

High pressure

Judgment

Long hours

Math skills - advance

Math skills - basic

Memorization

Organization

Perception

Reading - simple

Reading - complex

Repetition

Safety hazards

Tight deadlines

Working conditions

Writing - simple

Writing - complex