Dispatcher - Housekeeping en Ocean Reef Club

Summary:

To ensure efficient and effective dispatch operation of the Housekeeping Department during a.m. shift according to Ocean Reef Club’s Quality Job Standards, which will ensure high standards of service and satisfaction of our members/guests. 

Essential Duties & Responsibilities:

Regular attendance in conformance with the standards, which may be established by Ocean Reef Club from time to time, is essential to the successful performance of this position.  Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

• Reports to work on time, neatly groomed, in proper uniform with nametag properly displayed.
• Maintain positive guest and member relations at all times.
• Immediate dispatch response to member/guest requests for items such as irons, amenities, linen, etc. 
• Perform job functions with attention to detail, speed and accuracy.
• Follow directions of department heads thoroughly.
• Ability to speak and read the English language to understand/communicate instructions and complete any necessary forms and reports for efficient dispatch operation and response to member/guest requests.
• Open office, run room status report, room attendance assignment sheets, arrivals/departures. Assign keys, beepers, and radios to staff.  Inform supervisors and staff of daily special instructions, VIP’s, and arrivals/departures.
• Maintain attendance records and complete charges for cribs/rollaways, maid service and exit cleanings.
• Answer and log telephone calls throughout the P.M. shift for Housekeeping Department regarding deliveries, and member/guest requests.  Dispatch each call by radio or phone to appropriate associates and follow up for completion of request.  Update and monitor room/unit completion status for Inn and Vacation Rentals via supervisors and room changes via Front Desk.
• Complete and maintain records of attendance and lost and found items.  Prepare turndown sheet, complete charges for cribs, rollaway, maid services and exit cleanings. 
• Throughout shift, sign in/out keys for turndown, deliveries and service calls.  Collect all keys, beepers, radios, assignment sheets, and supervisor status sheets at end of a.m. shift.  File paper work and secure all keys to proper location in key box.
• Special projects as assigned by department heads.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, the associates in this position may be required to perform the following functions or combination thereof, with the percentage of time performing each function to be solely determined by Housekeeping Management based upon the particular requirements of the Ocean Reef Club.

• Report suspicious persons, activities, or hazardous conditions.  Provide instruction/guidance for guest and employee safety in emergency situations.
• Communicate with Engineering dispatch for maintenance requests throughout the day.
• Follow up with members and guests on special requests or lost and found.

Qualifications:

The individual must possess the following knowledge, skills, and abilities, and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Ability to determine and delegate specific duties to appropriate staff through the day as daily workload requires, or in response to member/guests’ requests.
• Complete forms and generate reports using Visual One.
• Knowledge of Microsoft Office and Windows.
• Ability to effectively communicate/interact with members/guests, associates and management.
• Ability to communicate by email with other departments.
• Ability to prioritize tasks to be dispatched to Housekeeping and Common Area.
• Ability to politely answer busy phones throughout the shift and use various types of office equipment such as fax, copier, calculator and printer.

• Well organized, self-motivated and detail-oriented.
• Must display creativity, loyalty, dependability and good judgment.

Education:     Any combination of education and experience that provides the required knowledge, skills, and abilities.  High School education preferred.

Experience:    Prefer previous housekeeping dispatch experience. 

Language Skills: Must be able to comprehend the English language in order to communicate with co-workers and fully understand job assignments.

Grooming:     Must maintain a neat, clean, and well-groomed appearance as stated in the Ocean Reef Club Associate Handbook.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sample physical requirements might include:

• Must be able to stand for long periods of time.
• Must be able to reach, grab and lift objects over shoulder height
• Must be able to squat and kneel down on regular basis
• Must be able to bend & twist upper body to reach up, down or side-ways on regular basis            

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•    Be a team player and provide lateral service.
•    Follow Ocean Reef Club Associate Handbook and Quality Job Standards.
•    Be able to endure outside weather conditions; heat, rain, cold, and at times high winds.
•    Be willing and able to work when needed, including weekends & holidays.

Attendance, Appearance and Conduct:

Regular attendance in conformance with the standards, which may be established by Ocean Reef Club from time to time, is essential to the successful performance of this position.  Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry and report deadlines, associate may be required to work varying schedules to meet the business needs of the Club and report deadlines.

Proper grooming is required by all associates and is described in detail in the Associates Handbook. Associates should review this policy and make sure that at all times they present themselves for shifts looking clean, neat and professional. 

As a condition of employment, all associates agree to fully comply with Ocean Reef Club rules and regulations for the safe and efficient operation of Club facilities. Associates who violate Club rules and regulations will be subject to disciplinary action, up to and including termination of employment. If you have any questions or doubts you should seek clarification from your supervisor.

Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts or working conditions associated with a job. While this job description is intended to be an accurate reflection of the requirements of the job, management must reserve the right to add or remove duties from particular jobs when circumstances (e.g. emergencies, change is workload, rush jobs or technological developments) dictate.