Resort Services Operator

As a Resort Services Operator, you will consistently meet departmental standards for quality assurance, call handling, and service delivery. Responsibilities include answering, screening, and routing calls, producing reports, supplying information, recording messages, maintaining automated systems for wake-up calls, making nightly courtesy calls, and managing guest mail/packages/faxes. You will also maintain and share business changes and utilize desktop software for call volume support.

Must Have

• Consistently meet all departmental standards including quality assurance monitoring percentages.
• Maintain standards on service, delivery, and quality of call content.
• Answer, screen, and route calls including inbound and internal calls.
• Produce reports on request of call detail.
• Supply information to callers and record messages.
• Maintain necessary automated systems and manual processes to insure delivery of wake-up calls.
• Make nightly courtesy calls as directed.
• Receive, log, and secure all guest & internal mail/packages/faxes.
• Maintain and share information on business changes with co-workers.
• Utilize desktop software applications to provide service support for call volume.
• Excellent communication skills.
• Able to read, write and speak English fluently.
• Possess and adhere to Integrity, Passion, Work Ethic.
• Able to work weekends and holidays.
• Able to work PM shift (ex: 3-11pm).

Perks & Benefits

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
• Advancement & development opportunities
• Community Involvement Programs

Company Description

Westgate Vacation Villas & Town Center Resort offers you an incredible opportunity to meet and share stories with guests from around the world who come to experience Central Florida’s world-famous theme parks and attractions. Enjoy the excitement and surroundings of our world-class resort, featuring award-winning attractions and restaurants. As part of Westgate Resorts—recognized by U.S. News as one of the Best Companies to Work For—you’ll be joining a team committed to excellence and creating unforgettable vacation experiences, and supporting your career growth where you are or at 60+ resorts across the company.

Job Description

As a Resort Services Operator, you will:

• 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.

To perform this job successfully, you must have excellent communication skills and be able to read, write and speak English fluently. Additionally, the person must possess and adhere to the following core values:

• Integrity
• Passion
• Work Ethic

Qualifications

• Able to work weekends and holidays
• Able to work PM shift (ex: 3-11pm)

Additional Information

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.

This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.