Dispatcher-Security

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We're committed to growing our people, memberships, resorts and guest love. That's why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we're looking for you.

COMPANY BENEFITS:

Matching 401K

Growth & Developmental Opportunities

Comprehensive Medical, Dental & Vision Benefits

EAP - Employee Assistance Program

PTO - Paid Time Off

Travel Benefits, Discounts & FREE Vacations through our ClubGo Program

Tuition Reimbursement & Continuing Education Courses

Outstanding Company Culture

Position Description:

This position will be responsible for ensuring seamless communication and rapid response across all departments. This vital role demands a proactive individual with strong technical aptitude and exceptional communication skills to manage high-volume calls, dispatch personnel via two-way radio, and oversee a wide range of public safety and guest services communications. You'll be responsible for critical decision-making in emergency and non-emergency scenarios, providing vital information, maintaining meticulous records, and contributing directly to the safety and satisfaction of our community and first responders. This role requires proficiency in diverse communication and security technologies, including computer-aided dispatch systems, CCTV, and fire alarm monitoring, all while upholding our commitment to unparalleled owner and guest satisfaction.

Other responsibilities may include, but are not limited to: assisting security patrol officers in the surveillance of our premises and protection of staff and visitors. This can include monitoring and authorizing the entrance of vehicles or people, helping to secure exits and doors after hours, investigating suspicious activity, responding to alarms, preparing routine reports, and performing periodic checks of buildings or streetlights to ensure proper functioning. You will also perform miscellaneous job-related duties as assigned.

ESSENTIAL DUTIES AND TASKS:

• Answer phones and radio calls promptly and professionally & Dispatch information via two-way radios and phones by Prioritizing and coordinating calls for service and emergency response. Operate computer-aided dispatch systems & Monitor and direct personnel using radio, siren, and paging systems.
• Monitor fire alarms and security systems (CCTV, video analytics) & Provide emergency instructions over the phone Support first responders through real-time coordination.
• Maintain accurate records, logs, and dispatch reports, Record service requests, inventory, and other dispatch data. Follow up on owner/guest concerns, provide clerical assistance. Use computer systems to input and retrieve data.
• Patrol premises, Monitor and authorize entrance of vehicles or people in the property, Secure all exits and doors after end of operations. Performs miscellaneous job-related duties as assigned.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Supervisory Responsibilities:

• None

Education and/or Experience:

• High school degree or GED required
• Proficiency in Microsoft Office products
• Bilingual a plus but not required.

Certificates, Licenses, Registration:

• Obtain and maintain a current First Aid, CPR and AED certificate as required and render this medical

attention when needed.

• Must Possess a current and Valid State driver's license.

Qualifications:

• Exceptional Communication & Dispatching: You must be proficient in answering phones and radio calls promptly and courteously, skilled in dispatching communication between personnel via two-way radio and telephones, and adept at overseeing all communications within assigned expectations. You'll need to accurately determine priority, nature, disposition, and location of calls for assistance, and be experienced in monitoring and directing emergency and non-emergency personnel utilizing call prioritization and incident location identification. The ability to provide emergency medical instructions over the phone is also crucial.
• Record Keeping & Reporting Expertise: You should be capable of preparing daily and run reports, committed to following up with owner and guest concerns, and highly organized in keeping complete and accurate records, logs, and reports. Your skills should extend to recording and maintaining files of customer requests, work performed, inventory, and other dispatch information.
• Technical Proficiency: We require familiarity with radio systems, sirens, paging, and radio control back-up equipment, and knowledge in operating security cameras, CCTV recording systems, and video analytics. Experience with fire alarm monitoring and proficiency in computer-aided dispatch (CAD) systems are essential. You'll need strong data entry skills with high accuracy and the ability to operate a wide variety of computers, radios, and recording equipment. Proficiency in Microsoft Outlook, Excel, and Word is also a must.
• Problem-Solving & Customer Service Skills: You'll demonstrate exceptional verbal and written communication skills and a commitment to team collaboration. The ability to multi-task, gather, and disseminate information clearly, accurately, and rapidly in urgent and high-pressure situations is vital. You should be adept at handling multiple tasks to receive and communicate information from various sources, ensuring timely dispatch, and capable of calming irate and hysterical persons. We're looking for someone who exercises a high degree of good judgment and independence in evaluating situations and making split-second decisions, and who can effectively answer and refer inquiries and complaints, accessing and transmitting vehicular or incident information to security personnel. A sincere dedication to providing an unsurpassed level of owner and guest satisfaction is paramount.
• Additional Strengths: You should be able to develop and maintain comprehensive knowledge of resort procedures and operations, ensure communication of relevant information, and read and follow oral and written instructions. A valid state Driver's License (preferably with a clean driving record) is required, and you must be willing to work mandatory overtime during critical incidents.

PHYSICAL DEMANDS:

While performing the duties of this job the employee may be required to sit or stand for extended periods of time. Will be required to bend, twist, reach, push, pull, and operate office machinery. Must be able to lift up to thirty pounds. Specific work assignments may change without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Working Conditions:

Most of the work will be performed in a climate-controlled environment but may be exposed to inclement weather and varying degrees of temperature on occasion.

Work Schedule /Hours:

Schedules will vary depending on business needs, and may entail working nights, weekends, and holidays. Must be flexible to work outside of departmental operating hours.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.