Dispatcher

Dispatcher

The Dispatcher prioritizes and coordinates guest calls and deficiencies, creates work orders, and communicates with technical teams to resolve issues efficiently. This role ensures service standards are met by following up on completion, providing timely updates to guests and other departments, and supporting the Hotel Maintenance Team with daily administrative duties. The Dispatcher works across shifts as needed and contributes to a positive guest experience through effective communication and organization.

Key Responsibilities

• Respond to guest comments and complaints in a professional and courteous manner, demonstrating empathy and active listening; take ownership of issues and follow established problem resolution procedures.
• Receive maintenance requests from guests and crew, log requests in the work order system, and dispatch appropriate technical personnel to ensure timely completion (target service response times to be defined by management).
• Monitor and track maintenance issues using the work order log; manage expired or overdue tasks and generate daily status reports for supervisors.
• Produce pending work order reports for the Hotel Maintenance Manager and Divisional Supervisors; maintain accurate records of all work orders.
• Communicate instructions from the Hotel Maintenance Manager to relevant departments to coordinate information flow and optimize service delivery.
• Monitor work orders in the system to ensure timely completion; close completed tickets with detailed notes on work performed, parts used, and technician information; escalate overdue items as required.
• Oversee workforce management activities such as timekeeping, payroll signaling, and overtime reporting; provide guidance to the Hotel Maintenance team on attendance procedures.
• Maintain and update guest logs; notify management of events impacting the Hotel Maintenance Division.
• Create and maintain reports, logs, and checklists to monitor team performance and guest satisfaction; attend safety meetings and trainings as required.
• Prepare crew lists, sign-on/off records, and pre-departure checklists; post important notices and training information for the team.
• Propose process improvements to optimize scheduling, workflows, and policies to enhance efficiency and guest experience.
• Ensure Familiarization forms and required documentation are completed, approved, and filed in a timely manner.
• Maintain up-to-date master copies of all Hotel Maintenance forms and related documents; ensure records are current in accordance with policy.
• Maintain personnel files, including performance evaluations, certifications, and disciplinary records.
• Route or respond to emails not requiring managerial attention; manage requisitions for office supplies and maintain an organized dispatch area.
• Operate standard office equipment and software (eg, Microsoft Word, Excel, PowerPoint) and support other administrative functions as needed.
• Perform other duties as required by supervision to support vessel operations.

Qualifications & Training

Hiring Requirements:

• High school diploma or equivalent; prior experience in a customer-facing or hospitality environment preferred.
• Minimum two years of experience in a similar dispatcher or front-of-house role.
• Proficient typing skills and solid computer literacy (MS Word, Excel, PowerPoint); familiarity with work order and maintenance systems preferred.
• Strong customer service orientation, communication, and problem-solving abilities.

Certifications/Training:

• Onboard safety and relevant operational training as required.

Language Requirements

• Ability to speak English clearly, distinctly, and cordially with guests and crew.
• Ability to read and write English to understand and interpret written procedures; effectively present information and respond to questions from guests, supervisors, and co-workers.
• Additional languages are advantageous but not required.

Physical & Environmental Requirements

• Physical: Regularly sit at a desk, type, and use phone/computer; occasionally walk or move around the workplace; light lifting of files or supplies may be required (up to 20 pounds).
• Vision: Normal vision for reading screens and documents; ability to adjust focus for computer work.
• Environmental: Work in a shipboard environment with variable conditions; may require work outside normal hours and on-call availability; must be able to work in a fast-paced, customer-facing environment and follow all safety and environmental policies. Full use of arms, legs, vision, hearing, and communication abilities is required to perform duties effectively.

Additional Notes:

• Candidates must be committed to safety and environmental standards.
• Work involves physical activity and exposure to challenging environments.