Maintenance Dispatcher

JOB STATEMENT

The Maintenance Dispatcher's primary duties are to quickly and efficiently communicate between different areas of the Accommodations Department and other Park Departments. Dispatchers will answer phone calls and direct them, as needed. Responsible for processing maintenance, housekeeping, and other calls. Guest service skills and guest interaction are important parts of the job. Accountable for providing accurate information to co-workers. Ensure excellent communication skills when dealing with all of the guests and the staff inside/outside our department. An understanding of the Front Office areas of the department including how the operation works on the maintenance side, as well as the accommodations part.

Special Projects

Internal and External Communications

MISSION

To ensure 100% of a Guest's expectations are met before arrival.

Friendly; Accurate; Efficient; Knowledgeable

ESSENTIAL FUNCTIONS

Communication

Answer/monitor any phone calls and radio calls from the Camp Office; speak clearly and concisely to ensure you are heard and understood

Communicate within our department

Be consistent in giving out accurate information.

Continually follow up on any and all issues that have been reported to ensure guest satisfaction to ensure tasks are accomplished and information is accurate

Inform Accommodations Management and appropriate Park Department, if necessary, of any guest, maintenance/housekeeping, or system related complaints or problems in a timely manner - pending urgent priority or informative situations

Make Supervisor aware of any problems you experienced throughout the day.

Guest Service

Proactively ensure communication is at it's best with Accommodations and maintenance personal.

Coordinate with Accommodations Management and Amusement Park personnel to accomplish our goals and exceed our guests' expectations

Answer a guest question to the best of your ability. Get help if you do not know the answer.

Never use foul language while at work

Be Knowledgeable

Know our product; Accommodation Types, Amusement Park, and Water Park

Proactively seek opportunities to become knowledgeable in those areas that you have not mastered; including additional SMS systems training and Darien Lake policies

Know who to contact/how to contact appropriate departments to resolve maintenance/housekeeping/etc. issues

Administrative Duties

Filing and updating reports, work orders, and housekeeping status throughout the shift

Phone, Radio, and Email

Cleaning Duties

Proactively keep all guest facing and desk areas clean - enact preventative cleaning routines

Maintain highly organized work environment

Ensure dispatch and front office areas fully stocked and organized at all times

Must be able to lift 30 pounds

Flexibility

Work any supplemental shifts for Maintenance ensuring proper staff coverage

Perform any duties requested by a Manager, Director, or Supervisor

Professional Appearance and Image

Be PUNCTUAL in reporting to work

Be neatly dressed in APPROPRIATE UNIFORM WITH A NAME TAG

Be READY

Personal hygiene is required

JOB SPECIFICATIONS

Maintenance/Park experience (Campground, Camping Office, Park)

Self-Starter, Motivated, Confident, Optimistic, Leader

Excellent Communicator

Self-Disciplined, Detail oriented

Guest Advocate, Hospitality focus

Problem Solver

Computer skills and knowledge (Microsoft Office - Word/Excel, ability to type, etc.)

Phone and Radio etiquette

Team Player

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.

Must be able to sit and/stand/or walk for long periods of time throughout the day

Requires manual and bi-manual dexterity, fine and gross motor skills, eye/hand coordination, near vision, hearing and speech

Requires occasional kneeling and bending

Requires occasional walking, reaching above shoulder, pushing and pulling

Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level is generally moderate.

EQUAL OPPORTUNITY EMPLOYER

DARIEN LAKE THEME PARK RESORT IS A DRUG FREE WORKPLACE

OTHER FUNCTIONS

Any and all other duties as assigned or necessary in order to support the Darien Lake Accommodations Department and the park as a whole. While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties when circumstances (e.g., emergencies, changes in workload, rush jobs, staff levels, or technical developments) dictate.