Front Desk Rooms Agent

Job Summary

The Front Desk Rooms Controllers skill and abilities play a huge role in guest satisfaction. Margaritaville Lake Resort is a diverse property with two complexes, two main buildings and several other buildings spread out over many acres. It is the Rooms controllers goal to ensure that we not only meet, but exceed, the expectations of our guests by meeting all of their guarantees and as many of their requests as possible. The Rooms Controller has the opportunity to make dreams come true!

Essential Job Functions

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

This position requires 1-year previous hotel operations experience.

• All of the responsibilities of a Front Desk Agent and PBX Operator
• Assist to ensure Front Desk Agents end of day reports are completed to include shift closings, deposits, refunds, miscellaneous charges and guest responses
• Assist to prepare the Daily Scoop sheet to communicate resort activities
• Maintain room blocking 10 days out; assign rooms according to guest guarantees, requests and preferences whenever possible
• Pull rooms from the estates to maximize resort revenue
• If sell out is expected, manage any one nigh reservations to avoid holes
• Accommodate requests for room changes when possible
• Review requests for late check outs and approve according to occupancy
• Organize and coordinate check-in/pre-registration procedures for arriving groups; pre-register designated guests and prepare key packets
• Work with housekeeping to clear departures in computer system daily
• Identify any over-commitments by room type (e.g. bedding, view, size)
• Work with the sales department to obtain and prepare group cover sheets and resumes
• Work as Front Desk Lead during times of low occupancy
• Respond and resolve guest request, complaints or questions within scope of authority in a courteous and timely manner; request management assistance when resolution will be beyond scope of authority
• Assist guests with safety deposit boxes
• Secure guest valuables by processing lost and found items
• Other duties as assigned

Knowledge, Skills & Abilities

• Can maintain hospitality standards, enthusiastically greets guests, make eye contact, smile, engage in polite conversation, use the guests name, thank them and invite them back!
• Can use customer-oriented telephone etiquette to get information; greets callers, establishes rapport and projects professional tone
• Has great attention to detail and works well under pressure in a fast-paced environment
• Ability to follow all Driftwood and Margaritaville Lake Resort policies and procedures
• Follows time management guidelines; allowing for paperwork and shift change information
• Able to accurately gather and report information to appropriate parties as requested
• Organized and able to prioritize workload; able to multi-task for the benefit for quality services
• Able to initiate and constructively develop positive team dynamics with management, peers and customers
• Demonstrates leadership and organization skills in assisting with the planning and implementing of changes where applicable
• Expresses ideas and conveys information clearly, effectively and professionally
• Able to cooperate with employees from all departments
• Takes pride in a job well done
• Initiates and constructively develops positive team dynamics with management, peers and customers
• Demonstrates leadership and organizational skills in assisting in the planning and implementing of changes where applicable
• Understands and communicates the Margaritaville Mission
• Can express ideas and convey information clearly, effectively and professionally
• Can cooperate with employees from all departments
• Takes pride in a job well done
• High school education required
• One-year Front Desk Agent experience or one-year supervisor experience
• One-year previous hotel operations experience
• Must have a comprehensive knowledge of the English language to be able to effectively communicate with guests, associates and vendors
• Must have flexible schedule and be available days, nights, weekends and holidays
• Must demonstrate predictable, reliable and timely attendance
• Must have good mathematical and computer skills; typing 25 words per minute or more preferred

Physical Demands

• Requires rigorous activity: grasping, writing, typing, walking, bending, stretching, repetitive motions and standing for long periods sometimes in excess of 8 hours with only a half hour lunch break
• Occasionally pushing, pulling, lifting and carrying of up to 25 lbs.
• Hearing; communication with guests and staff, audible alarm systems
• Specific vision abilities required include visual acuity; neat/distance vision and the ability to see color
• Adheres to the dress code as outlined in the Driftwood Hospitality Associate Handbook

Age Requirement

Must be at least 18 years of age

Job Type

Full Time

PAY

$14/Hour