What are the responsibilities and job description for the Dispatch Agent position at Villatel?
Villatel, a hospitality company, is seeking a highly organized and proactive Dispatch Agent to support Operations. The Dispatch Agent will play a critical role in coordinating and overseeing the dispatching of maintenance, housekeeping, guest services, and other service requests to ensure efficient and timely issue resolution. This position requires excellent communication skills, strong leadership abilities, along with a commitment to delivering exceptional experiences for our guests.
- Monitor incoming requests through various channels, such as phone calls, emails, and online platforms, and address any issues and/or delays in 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, housekeeping, 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).
- Conduct follow-up to verify the completion and satisfactory resolution of dispatched requests.
- High School Diploma or equivalent required. Associate or bachelor’s degree in hospitality management, business administration, or related field preferred.
- Previous experience in dispatching and/or customer service within the hospitality industry.
- Excellent communication skills, both verbal and written, with the ability to interact professionally with guests, staff, and management.
- Strong organizational skills with attention to detail and accuracy.
- Proficiency in using dispatching software, property management systems, and Microsoft Office suite.
- Ability to work well with others, fostering a cooperative and efficient work environment.
- Ability to remain calm and focused under pressure and to prioritize tasks in a fast-paced environment.
- Available to work shifts including evenings, weekends, and holidays as needed.
As the first-ever “flag” hospitality brand in the vacation rental sector, we simultaneously design, maintain, and service every home we put on the market. So, unlike the average vacation rental platform, we don’t just hope our homes and guest experiences are up to snuff. We actively make them as incredible as we can—by owning every step of the process.
