Guest Care Services - Encore/ Spectrum Resort

*NDM is a family-owned hospitality business that started in F&B and is now expanding into vacation rentals. We are creating a new sector in hospitality by creating identifiable brands with consistent accommodations, services, and amenities within the vacation rental space. Imagine combining the comforts of a vacation home with the experience and consistency of a world class resort.* ***Our Benefits:** Health, Dental, Vision, Free Life Insurance, 401k Plan Available, Discounted Hotel rooms, Discount in F&B outlets, Development opportunities, Employee appreciation events, and much more!* *Encore Resort at Reunion is the first of its kind in curated resort residences. A private resort community near Disney in Orlando, Encore elevates the vacation rental experience by bridging the gap between hotel and peer-to-peer lodging.* **Job summary:** The GCS Dispatcher serves as the communication hub between guests, front office, housekeeping, and engineering departments. This position is responsible for receiving, prioritizing, dispatching, and tracking guest requests, housekeeping assignments, and maintenance work orders to ensure timely completion and exceptional guest satisfaction. **Duties:** **Dispatch Operations** - Receive and log maintenance requests, housekeeping requests, and guest service calls. - Prioritize work orders based on urgency, guest impact, and operational needs. - Dispatch maintenance technicians and housekeeping staff efficiently. - Monitor work order status and ensure timely completion. - Coordinate room status updates between housekeeping, engineering, and front desk teams. - Create and assign preventive maintenance and corrective maintenance work orders. - Track maintenance and housekeeping response times and completion rates. - Communicate with maintenance staff regarding urgent repairs and safety issues. - Maintain accurate records of maintenance requests and resolutions. - Follow up on unresolved issues and escalate when necessary **Housekeeping Coordination** - Assign room cleaning schedules and special projects to housekeeping staff. - Monitor room readiness and out of order room status updates to the maintenance, housekeeping and front office. - Coordinate VIP arrivals, rush cleans, stayover services, and special guest requests. - Track cleaning progress and ensure productivity standards are met. - Maintain communication with housekeeping supervisors regarding staffing and workload. **Guest Service Support** - Respond professionally to guest requests and concerns. - Ensure guest requests are dispatched and completed within established service standards. - Follow up with guests when necessary to confirm satisfaction. - Maintain accurate daily logs, reports, and dispatch records in Unifocus and Know Inspect. - Update room status information in the Property Management System (PMS). - Generate productivity and performance reports when required. - Assist with scheduling, inventory requests, and departmental documentation. - Ensure compliance with hotel policies, procedures, and safety standards. - Document guest complaints and service recovery actions. **Administrative Duties** - Maintain accurate daily logs, reports, and dispatch records in Unifocus and Know Inspect. - Update room status information in the Property Management System (PMS). - Generate productivity and performance reports when required. - Assist with scheduling, inventory requests, and departmental documentation. - Ensure compliance with hotel policies, procedures, and safety standards. **Education & Experience:** - High school diploma or equivalent required. - Hospitality, business, or administrative coursework preferred. - Previous hotel operations, housekeeping, maintenance, front desk, or dispatcher experience preferred. - Experience using hotel PMS systems and work order management software is an asset. **Physical requirements:** - Ability to sit, stand, and work at a computer for extended periods. - Ability to communicate effectively via…