Telephone Technician - Couple Negril & Swept Away

Job Summary

The Telephone Technician is responsible for the installation, maintenance, and reliable operation of all telephone and communication systems at Couples Negril and Couples Swept Away. This role supports uninterrupted guest communication, efficient internal operations, and the delivery of the high service standards associated with the Couples Resorts brand. The position requires flexibility to work across both properties as operational needs dictate.

Key Responsibilities

Telephone & Communication Systems

• Install, configure, maintain, and troubleshoot telephone systems, including PBX/VoIP, guest room telephones, office extensions, cabling, and related equipment across both properties.
• Ensure consistent and reliable telephone service in all guest rooms, offices, and operational areas.
• Perform routine inspections and preventive maintenance to minimize downtime and service disruptions.

Guest & Operations Support

• Respond promptly to telephone-related service requests impacting guest experience at either resort.
• Support Front Office, Guest Services, Reservations, and other departments with communication and system needs.
• Program extensions, voicemail, call routing, wake-up calls, and billing features as required.

Troubleshooting & Repairs

• Diagnose and resolve system faults, outages, and connectivity issues efficiently.
• Escalate complex issues to and coordinate solutions with the System Administrator.
• Liaise with external service providers and vendors for advanced repairs or upgrades.
• Provide on-call or after-hours technical support when required.

Documentation & Compliance

• Maintain accurate records of system configurations, repairs, warranties, and service contracts for both properties.
• Submit regular status updates and reports to the System Administrator.
• Ensure compliance with Couples Resorts policies, data privacy standards, and health & safety regulations.
• Adhere to system security protocols and confidentiality requirements.

Required Qualifications & Experience

• Technical certification or training in Telecommunications, Electronics, Information Technology, or a related field.
• Minimum of 2–3 years’ experience working with telephone or communication systems.
• Previous experience in a hotel or resort environment is an asset.
• Hands-on experience with PBX and VoIP systems preferred.

Key Skills & Competencies

• Strong technical troubleshooting and problem-solving skills.
• Computer literacy, including basic networking knowledge and system configuration.
• Ability to work effectively across multiple resort locations.
• Excellent communication and customer-service skills.
• Strong organizational and time-management abilities.
• Ability to work independently and collaboratively.
• High level of professionalism, discretion, and confidentiality.

Working Conditions

• Field-based role with regular movement between Couples Negril and Couples Swept Away.
• Shift work, on-call duties, or after-hours support may be required to meet operational needs.