ABOUT WESTGATE RESORTS
Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most-affordable vacation options out there!

Responsible for assisting and overseeing the activity in the communication center. Performs related administrative duties in support of security operations. Develop policy and procedures, training of communication systems, fire control systems and daily operational systems. Administers all emergency and guest safety communication activities. Acts as a liaison with Surveillance on camera coverage and daily operations.

Role and Responsibilities: (Includes but is not limited to the following)

1. Duties include training new communication specialists, delegating tasks, coordinating the daily workload, documenting productivity, and conducting routine drills.
2. Develops and implements goals, objectives, policies, procedures, and work standards for the communication center.
3. Actively communicate company updates, policy changes, hotel occupancy, special events, and information from management to all communication specialists.
4. Training, developing, and conducting drills with subordinates utilizing the Everbridge notification system.
5. Assumes a role of authority as necessary in high-risk crisis situations, exhibiting sound judgement and a realistic understanding of issues, review facts, weigh options, delegate responsibility and empower Communication Specialists to make decisions, provide constructive feedback and follow-up training.
6. Will possess the ability to effectively perform in the areas of Data Entry for all applicable programs, will possess the ability to remain calm and professional, particularly during stressful situations, and effectively multitask duties in the position, to include phones, radios, monitors, camera system and operations.
7. Schedule Communication Specialists to provide coverage on a 24-hour, 7 days a week basis to maintain continuity of operations.
8. Maintain knowledge of applicable gaming, city, state, and federal laws and comply with all company, departmental and Gaming Control Board rules, regulations, policies, and procedures.
9. Responsible for reviewing iTrack daily logs, briefing logs and Dispatch communication prepared by subordinates.
10. Must be able to effectively deal with patrons and guests, with patience, tack, diplomacy, and professionalism.

1. Ability to provide instructions or guidance for team members and guests during emergency and non-emergency situations.

1. Understand and assist with carrying out progressive discipline in accordance with company policy as necessary.
2. Maintains training records on Communication Specialists and all training related to the Communication Center and its operation.
3. Must possess good oral and written communication skills along with a good working knowledge of iTrack, fire systems, Everbridge, Microsoft Teams, LMS, Hotsos, Track-n-Protect, Chargerback, Salto and basic computer programs.
4. Must be able to work any day of the week and any shift, including extended hours and holidays.
5. Must be “team centered” and able to create a positive work environment including team building exercises.
6. Must be tactful, confident, and foster an ethical work environment, maintain radio communications discipline.
7. Maintain high standards in the communication center despite pressing deadlines, establish high standards by reviewing communication specialist entries for work productivity and accuracy.
8. Provide a friendly and safe environment for guests and team members while protecting company assets.
9. Will be required to know the property and know the operation times of various facilities for the purpose of giving directions and providing guests with accurate information.
10. Must be able to facilitate resolutions of customer complaints through personal action and coordination with other departments.
11. Maintain excellent communication with team members and guest while assuring a positive and professional work environment; Responsible for creating, practicing, supporting, and promoting Westgate’s service excellence standards culture at all times; Practice teamwork, support all team members and treat each with the same respect we treat guests to create an energized, positive, and productive work environment.
12. Other duties as assigned by management.