Central Operations Specialist (Operations Dispatcher)

REPORTS TO: Central Operations Management

JOB RESPONSIBILITIES:

Breezeway Dispatcher:

• Task Management: Monitor, track, and assign/ re-assign all housekeeping, maintenance, and inspection tasks within the Breezeway platform.

• Scheduling & Dispatching: Ensure cleaners, maintenance personnel, and inspectors receive accurate schedules and task details, optimizing workflow for efficiency
  (Currently - SlackTask reminder)

• Quality Control: Review non-completed and completed tasks in Breezeway, verifying that all work meets company standards through uploaded photos and checklists, and follow up when needed

• Communication & Liaison: Maintain clear and professional communication with field teams, vendors, and internal departments to address any scheduling or service concerns.

• Data Accuracy & Reporting: Regularly update and maintain accurate records in Breezeway, providing reports on task completion, property readiness, and outstanding issues, and follow up with vendors, owners, and guests as needed to ensure resolution.

• Process Improvement: Identify opportunities to enhance operational efficiency and suggest improvements in task delegation and workflow management.

• Vendor Onboarding: Assist with vendor onboarding processes in Breezeway

  • WORKFLOW:

    1. Issue Received

    • Source: The Issue is reported by the guest.

      • Action: The receiver of the issue (dispatcher or regional concierge) logs the issue in Breezeway as a new task.

      Priority Levels:

    • High: Urgent task (needs to be completed the same day), e.g., Leaking, Security (Alarm, Door access, Locks), SD follow-ups.

    • Medium: Non-urgent task that can be completed in 1-3 days.

      • Low: Restocking, Future scheduled tasks.

      Tags: Bill to Owner \, Bill to Guest, Bill to Corporate

    2. Dispatcher Reviews the Details

    • Photos (if available): Review the attached photo for context.

    • Urgency & Priority: Confirm task priority based on urgency.

    • Assignment: Determine the responsible team member.

    • Category: Assign category (e.g., Maintenance, Housekeeping, Vendor).

    • Description: Ensure a clear and complete issue description. Adding guest information such as Reservation number or Name.

    • Due Date: Set or confirm expected completion time.

    3. Communication & Coordination

    • Team Notification: Notify the assigned team via Breezeway, Slack, or direct message.

    • External Vendor Coordination:

      • If external vendors are required, contact them for scheduling and estimates.

      • Alternatively, coordinate with the concierge for vendor outreach.

    • Guest Updates: If the issue is guest-related, update the guest with an estimated resolution timeline. ( Dispatcher or concierge to update )

    4. Task Execution

    • Completion: The assigned personnel completes the task and uploads photos and notes in Breezeway.

    • If additional work is needed, the vendor/ staff reports back to the dispatcher for reassignment.

    • The Dispatcher tracks overdue tasks and follows up as needed.

    5. Quality Check & Verification

    • Review: The Dispatcher reviews photos or proof of task completion and notes uploaded to Breezeway to ensure the issue is fully resolved.

    • Guest Notification: Ask the concierge to update the guest on the status of the task or issue.

    6. Task Closure & Documentation

    • Resolution: If the issue is resolved, the dispatcher marks the task as complete in Breezeway.

    • Follow-Up Needed: If the issue is recurring or requires further action, the task is documented and scheduled for review the following day.

      7. Post-Resolution Follow-Up

      • Guest-Related:

        • Satisfaction Check: If the issue was guest-initiated, follow up to ensure their satisfaction.

        • Task Closure:

          • If the guest is satisfied, close the task.

          • If no response from the guest within 24 hours, close the task.

          • If the guest mentions the issue is unresolved, reopen the task.

QUALIFICATIONS:

• Exceptional organizational and multitasking abilities, with a keen attention to detail and accuracy.

• Proficiency in Breezeway software, including its automation features.

• Tech-savvy and comfortable using multiple systems simultaneously

• Strong attention to detail and follow-through

• Fluent in English (spoken and written)

• Strong phone presence and ability to remain composed under pressure

COMPENSATION:

• WFH/Remote-first flexible company culture

• A company with a great mission and vision, a dynamic and fast-paced work environment, and a team of smart, ambitious, and fun colleagues!

• USD $8/hr

Rove is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or other protected classes.