PBX Supervisor

Vacatia; Kissimmee (FL); On-site; USD 25,000 - 30,000; Full time

Job summary

Vacatia in Kissimmee, FL is hiring a PBX Supervisor to lead our resort's Communications Center and ensure seamless guest interactions from the first call to checkout. You will supervise daily PBX operations, coach and develop associates, monitor call quality and response times, and coordinate with Front Office and other departments to deliver exceptional service and guest satisfaction.

The role requires strong hospitality leadership, flexibility for evenings/weekends/holidays, and a commitment

Qualifications

• 3+ years hospitality leadership experience.
• Experience supervising PBX, front desk, or guest services.
• Strong communication and problem-solving abilities.
• Commitment to guest service excellence and team development.

Responsibilities

• Lead and supervise daily PBX/Communications operations.
• Coach, train, and mentor PBX Associates to deliver guest service.
• Monitor call quality, productivity, and response times.
• Serve as first point of contact for guest concerns and recovery.
• Coordinate communication between guests and resort departments.
• Track guest satisfaction and identify improvement opportunities.
• Promote resort amenities and local attractions.
• Support Front Office with daily operations and guest communications.
• Maintain accurate guest information in the PMS.
• Ensure policies and quality standards are followed.
• Foster a positive, service-focused team environment.

Skills

Team leadership

Coaching & development

Communication skills

Problem solving

Guest service

Conflict resolution

Education

High School Diploma or GED

Tools

PBX system

Property management system (PMS)

Job description

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Now Hiring: PBX Supervisor | Lead the Voice of Our Resort!

Are you a hospitality leader who thrives on delivering exceptional guest service? Do you enjoy coaching teams, solving problems, and creating memorable guest experiences? If so, we'd love to meet you!

We're currently seeking a PBX Supervisor to lead our resort's Communications Center. In this role, you'll oversee the daily operations of the PBX department, coach and develop associates, and ensure every guest interaction is handled with professionalism, efficiency, and genuine hospitality. You'll play a vital role in supporting the Front Office while collaborating with departments across the resort to provide seamless service from the first call to check-out.

Pay rate: $20/hr

Location: 2975 Arabian Nights Blvd, Kissimmee, FL 34747

What You'll Do:

• Lead and supervise the daily operations of the PBX/Communications Department
• Coach, train, and mentor PBX Associates to deliver exceptional guest service
• Monitor call quality, productivity, and response times to ensure service standards are met
• Serve as the first point of contact for guest concerns and assist with service recovery
• Coordinate communication between guests and resort departments to ensure timely request fulfillment
• Track guest satisfaction metrics and identify opportunities to improve the guest experience
• Promote resort amenities, activities, transportation services, and local attractions
• Support the Front Office team with daily operations and guest communications
• Maintain accurate guest information using property management systems
• Ensure company policies, procedures, and quality standards are consistently followed
• Foster a positive, collaborative, and service-focused team environment

What We're Looking For:

• High School Diploma or GED required
• 3+ years of hospitality experience with supervisory or leadership responsibilities
• Resort, hotel, vacation ownership (timeshare), or guest services experience strongly preferred
• Previous PBX, Front Desk, Call Center, or Guest Services experience preferred
• Strong leadership, coaching, and team development skills
• Excellent communication, problem-solving, and conflict resolution abilities
• Passion for delivering exceptional guest service and creating memorable experiences
• Flexible to work varying shifts, including evenings, weekends, and holidays

Why Join Us?

• Lead an important department that serves as the communication hub of the resort
• Make a direct impact on the guest experience through outstanding service and leadership
• Work alongside a collaborative and supportive resort operations team
• Grow your hospitality leadership career with opportunities for advancement
• Join a company committed to service excellence and professional development

  Ready to lead a team that keeps our guests connected and cared for every step of their stay?