Margaritaville Lake of the Ozarks is Hiring a Front Desk and PBX Operator Near Osage, MO
Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel. 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 Handbook
Issue room keys in accordance with security practices
Accurately post room charges
Collect payment and make change, run daily end of shift report and maintain accurate cash handling
Answers 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 disconnecting
Responds quickly and accurately to disaster and emergency situations as required, remaining calm
Receive and dispatch engineering, security and housekeeping calls
Maintain working knowledge of hotel amenities, meeting rooms and management staff
Maintain call logs for security and engineering
Monitors all alarm systems located in PBX and notifies appropriate personnel as required
Maintain a clean and tidy work area
Assist with Guest Services responsibilities in their absence
Ensure complete and accurate information is provided to all internal and external customers
Responds to guests quickly and professionally by taking appropriate action and following up to ensure satisfaction
Resolve guest complaints within scope of authority; otherwise referring matter to management staff
Orients and mentors new staff members
Maintains hospitality standards; enthusiastically greet guests, make eye contact, smile, engage in polite conversation, use the guest’s name back, thank them and invite them back
Conscientious of and preserves hotel personnel and guest security, property and privacy and at all times
Additional tasks may be required
KNOWLEDGE, SKILLS & ABILITIES
Has “a smile you can hear”; uses customer-oriented telephone etiquette to get information; greets callers, establishes rapports and projects professional tone
Has great attention to detail, ability to accurately report information 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
Organized and able to prioritize workload; able to multi-task for the benefit for quality services
Has superb communication skills, oral and written, and ability to handle difficult people
Can initiate and constructively develop positive team dynamics with management, peer and customers
Can demonstrate leadership and organizational skills in assisting in the planning and implementing of changes where applicable
Can initiate communication or dialogue with management staff when process, tasks, instructions, etc. are not clear
Knows all safety emergency, and accident prevention procedures as outlined in the Driftwood Hospitality Management Safety and Health Program
Comprehensive knowledge of the English language and able to effectively communicate with guests, associates and vendors
Have flexible schedule and be available day, nights, weekends and holidays
Must demonstrate predictable, reliable and timely attendance
Must have good mathematical and computer skills; typing 40 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 Benefits
401(k)
Dental insurance
Disability insurance
Employee assistance program
Flexible spending account
Health insurance
Life insurance
Paid time off
Vision insurance
Room Discounts
Employee Food and Beverage Discounts
EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.