JOB SUMMARY The Front Desk Agent’s skills and abilities are the first and last impression represent to our gests; it is necessary to perform duties as they relate to the front desk in an efficient and effective manner. It is the Front Desk Agent’s goal to ensure that we not only meet, but exceed the expectations of our internal and external customers. The PBX Operator is the “heartbeat” of the hotel and is responsible for processing incoming, outgoing and in-house communications in a timely manner, courteously, while maintaining a positive and professional image. They monitor the hotels safety and security systems are responsible for radio communications between security and engineering in emergency and non-emergency situations.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.Responsible for checking guests in and out of the hotel promptly, efficiently and courteously following the procedures outlined in the Front Desk HandbookIssue room keys in accordance with security practicesAccurately post room chargesCollect payment and make change, run daily end of shift report and maintain accurate cash handlingAnswers multiple incoming telephone lines with appropriate greeting and routes them to the appropriate extensions; asks permission to put caller on hold and thanks the caller prior to disconnectingResponds quickly and accurately to disaster and emergency situations as required, remaining calmReceive and dispatch engineering, security and housekeeping callsMaintain working knowledge of hotel amenities, meeting rooms and management staffMaintain call logs for security and engineeringMonitors all alarm systems located in PBX and notifies appropriate personnel as requiredMaintain a clean and tidy work areaAssist with Guest Services responsibilities in their absenceEnsure complete and accurate information is provided to all internal and external customersResponds to guests quickly and professionally by taking appropriate action and following up to ensure satisfactionResolve guest complaints within scope of authority; otherwise referring matter to management staffOrients and mentors new staff membersMaintains hospitality standards; enthusiastically greet guests, make eye contact, smile, engage in polite conversation, use the guest’s name back, thank them and invite them backConscientious of and preserves hotel personnel and guest security, property and privacy and at all timesAdditional tasks may be required KNOWLEDGE, SKILLS & ABILITIESHas “a smile you can hear”; uses customer-oriented telephone etiquette to get information; greets callers, establishes rapports and projects professional toneHas great attention to detail, ability to accurately report information and works well under pressure in a fast-paced environmentAbility to follow all Driftwood and Margaritaville Lake Resort policies and proceduresFollows time management guidelines; allowing for paperwork and shift change informationOrganized and able to prioritize workload; able to multi-task for the benefit for quality servicesHas superb communication skills, oral and written, and ability to handle difficult peopleCan initiate and constructively develop positive team dynamics with management, peer and customersCan demonstrate leadership and organizational skills in assisting in the planning and implementing of changes where applicableCan initiate communication or dialogue with management staff when process, tasks, instructions, etc. are not clearKnows all safety emergency, and accident prevention procedures as outlined in the Driftwood Hospitality Management Safety and Health ProgramComprehensive knowledge of the English language and able to effectively communicate with guests, associates and vendorsHave flexible schedule and be available day, nights, weekends and holidaysMust demonstrate predictable, reliable and timely attendanceMust have good mathematical and computer skills; typing 40 words per minute or more preferredPHYSICAL DEMANDSRequires 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 breakOccasionally pushing, pulling, lifting and carrying of up to 25 lbs.Hearing; communication with guests and staff, audible alarm systemsSpecific vision abilities required include visual acuity; neat/distance vision and the ability to see colorAdheres to the dress code as outlined in the Driftwood Hospitality Associate Handbook AGE REQUIREMENTMust be at least 18 years of ageJOB TYPEFull Time PAY$14/Hour