POSITION SUMMARY: Villatel, a hospitality company, is seeking a highly organized and proactive Dispatch Manager to support Operations. The Dispatch Manager will play a critical role in coordinating and overseeing the dispatching of maintenance, guest services and other service requests to ensure efficient and timely issue resolution. This position requires excellent communication skills, strong leadership abilities, and a commitment to delivering exceptional experiences for our guests.

 

JOB RESPONSIBILITIES:

1. • Supervise and coordinate the dispatching of maintenance, and other service requests to appropriate personnel or departments.
   • Supervise and mentor the dispatch team, providing guidance, training, and support to ensure delivery of outstanding service while upholding company standards.
   • Monitor incoming requests through various channels, such as phone calls, emails, and online platforms and address any issues and/or delays in resolution.
   • Act as a point of contact for escalated inquiries to assist in timely and effective resolution.
   • Prioritize and assign tasks based on urgency, nature of the request, and availability of resources.
   • Ensure that all service requests are addressed promptly and efficiently to meet guest satisfaction standards.
   • Maintain accurate records of dispatched requests, including timestamps, assigned personnel, and completion status.
   • Liaise with various departments, including maintenance and management, to coordinate service delivery and resolve guest-related issues.
   • Communicate effectively with guests to gather information about service requests, provide updates on status, and ensure satisfaction with resolution(s).
   • Collaborate with the management team to identify trends, recurring issues, and areas for improvement in the service delivery processes. Monitor the quality of service provided by maintenance and other service teams to ensure adherence to company standards and guest expectations.
   • Ensure follow-up communications to verify the completion and satisfactory resolution of dispatched requests.

 

QUALIFICATIONS:

• High School Diploma or equivalent required. Associate or bachelor’s degree in hospitality management, business administration, or related field preferred.

• Previous supervisory experience in a dispatch role within the hospitality industry with the ability to motivate and manage a team effectively.
• Previous experience in dispatching, customer service, or property management within the hospitality industry.
• Excellent communication skills, both verbal and written, with the ability to interact professionally with guests, staff, and management.
• Exceptional organizational and multitasking abilities, with close attention to detail and accuracy.
• Proficiency in using dispatching software, property management systems, and Microsoft Office suite.
• Ability to remain calm and composed under pressure and to prioritize tasks in a fast-paced environment.
• Ability to work well with others, fostering a cooperative and efficient work environment.
• Must be available to work evenings, weekends, and holidays as required.