PBX Supervisor

Vacatia, Inc.; Kissimmee (FL); On-site; USD 23,000 - 32,000; Full time

Job summary

Vacatia, Inc. in Kissimmee, FL is seeking a PBX Supervisor to lead our resort's Communications Center.

You will oversee daily PBX operations, coach associates, ensure professional guest interactions, and collaborate across departments to deliver seamless service from first call to check-out. The ideal candidate has 3+ years hospitality leadership, strong communication and problem-solving skills, and flexibility to work evenings, weekends, and holidays.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Coaching

Guest service

Communication

Problem solving

Education

High School Diploma or GED

Tools

PBX System

Front Desk Software

Job description

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?