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Westgate Resorts

Resort Services Operator

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The Resort Services Operator (PBX) is responsible for managing incoming and outgoing calls, delivering accurate information, and supporting communication across the resort. This role also handles guest and internal mail, packages, and reports to ensure smooth daily operations. Ideal candidates are detail focused, customer service driven, and comfortable working in a fast paced environment. You will demonstrate Westgate’s core values of Passion, Integrity, and Work Ethic in every interaction with guests and team members.

As the Resort Services Operator, you will:

  • Consistently meet departmental standards including quality assurance scores, greeting standards, and call handling protocols
  • Answer, screen, and route incoming and internal calls efficiently
  • Maintain high standards of service, accuracy, and professionalism on every call
  • Provide information to callers and accurately record and deliver messages
  • Generate call detail reports by department, extension, group, or location as requested
  • Maintain systems and processes to ensure timely wake up call delivery
  • Perform wake up calls and nightly courtesy calls as directed
  • Receive, log, and secure guest and internal mail, packages, and faxes
  • Maintain and communicate updates on business changes with team members
  • Utilize desktop systems and directories to support call volume and guest needs
  • Perform other duties as assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What you will bring:

  • 1-2 years of relevant telephone experience in the customer service area.
  • Ability to utilize effective communication, note-taking, and reporting.
  • Basic knowledge of desktop software applications.
  • Experience in hospitality (preferred)​.
  • Ability to maintain accuracy while handling high call volumes.
  • Available for overnight schedule (3:30 PM – 12:00 AM)
  • Able to work nights, weekends, and holidays.
  • Westgate Resorts is a Smoke and Tobacco-Free workplace. Except where prohibited by law, applicants who smoke or use tobacco products will not be considered for positions at Westgate.
  • Required to pass a background check, drug test, and prove eligibility to work in the United States.

Why Westgate?

  • Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
  • Paid Time Off – Vacation, Sick, and Personal Time to Recharge
  • Paid Holidays
  • 401(k) with Generous Company Match to Support Your Future
  • Daily Pay – Access Your Earnings When You Need Them
  • Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
  • Wellness Programs to Support Your Well-Being
  • Flexible Spending Accounts (FSA)
  • Tuition Assistance to Help You Grow Your Career
  • Military Leave
  • Employee Assistance Program (EAP) – Support When You Need It Most
  • Life, Disability, Accident, Critical Illness, and Hospital Insurance
  • Pet Insurance for Your Furry Family Members
  • Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
  • Low-Cost Gym Membership
  • NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents
  • Career Growth and Advancement Opportunities
  • Community Involvement – Give Back and Make an Impact

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.